Team Leader, Claims
About The Position
The Claims Team Leader is responsible for leading, coaching, and developing a team of Claims Representatives to ensure the timely, efficient, and high-quality handling of telephone-adjusted auto and property claims. This role provides day-to-day leadership, performance management, and operational support while fostering a collaborative, customer-focused environment. The successful candidate will monitor claims intake, pending inventories, file quality, reserves, and service levels to ensure business objectives and quality standards are met. They will provide ongoing coaching, mentoring, and performance feedback, identify development opportunities, and support employee growth through training and career development initiatives. In addition to managing team performance, the Claims Team Leader will analyze workflows and claims processes, implement improvements to enhance operational effectiveness, and contribute to staffing activities, including interviewing and recommending candidates for hire. This role requires a strong claims background, proven leadership capabilities, and excellent analytical, organizational, communication, and relationship-building skills.
Requirements
- University degree or College diploma in any discipline
- Valid AMF (Autorité des marchés financiers) Liecense
- Bilingualism (French and English), both written and spoken is required
- Minimum of 5 years’ claims experience
- Demonstrated organizational, negotiation, analytical and interpersonal skills are essential
- High degree of proficiency with English required to service customers, both internal to the company and external, across Canada.
Nice To Haves
- CIP designation would be an asset
- Leadership experience is preferred including experience in performance management
Responsibilities
- Leading a team of Claims Representatives
- Provide the team with direction and coaching to ensure the efficient handling of telephone adjusted auto and property claims.
- Providing ongoing coaching and mentoring to the team in the management of day-to-day business issues applying Performance Management Cycle model.
- Analyzing, developing and implementing an efficient claims system by monitoring delivery systems, procedures and methods to help improve processes and results.
- Monitoring and Managing new intake and pending analysis.
- Providing coaching and performance feedback to Claims Representatives by reviewing reports, discussing options, and developing action plans.
- Coaching and developing to maintain sufficient reserves to cover losses.
- Coaching and developing the team to achieve Economical claims file quality standards.
- Monitoring and analyzing service levels.
- Fostering staff development by assisting with the selection of staff, conducting performance evaluations, providing ongoing and effective feedback, identifying training opportunities and keeping staff informed of changes to policies and procedures.
- Accountable for the performance management of assigned staff.
- Initiating interviews for vacancies within the unit and makes recommendations for new hires.
Benefits
- Hybrid work schedule for most roles
- Company share ownership program
- Incentive Program - Eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
- Pension and savings programs, with company-matched RRSP contributions
- Paid volunteer days and company matching on charitable donations
- Educational resources, tuition assistance, and paid time off to study for exams
- Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
- Wellness and recognition programs
- Discounts on products and services
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
