Hybrid Director, Claims Operations – Auto Physical Damage, Appraisal

at Intact

• Job title: Director, Claims Operations – Auto Physical Damage, Appraisal
• Job type: Full Time
• Experience level: Lead
• Salary: CA$138,500 - CA$169,300 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Dartmouth, Canada

About the role

• Director of Claims Operations overseeing Auto Physical Damage & Appraisal teams in Canada. Leading a large team and driving performance with emphasis on quality claims management.

Responsibilities

• Create and communicate vision for the team in support of the Atlantic Auto team vision and engage employees in the outcome.
• Lead and motivate a large team of employees, including Claims Managers and Unit Claims Managers.
• Lead, engage and inspire the team - develop opportunities for career pathing; identify and develop emerging leaders; direct and assist managers with the creation and achievement of employee engagement action plans.
• Oversee the recruitment and development of staff in the department.
• Participate in the establishment of objectives included in the business plan and implement required structures in order to realize regional claims objectives in line with business strategies and to support Intact Financial Corporation’s key priorities.
• Develops departmental objectives within Operations (including Total Loss, Telephony, Cycle time and Salvage).
• Clearly conveys all such goals, action plans and status updates to managers and employees.
• Establish and refine best practice workflows.
• Establish procedures and communication plans with the other leaders to ensure that workflows and business practices are executed consistently and accurately in all regional offices.
• Prepare and follow up on operational budgets by setting expense ceilings in line with targets.
• Develop and implement strategies and tactics to achieve our overall KPIs and targets.
• In collaboration with Work Force Management, build strong planning boards to optimize service and file management time for adjusters.
• Generate innovative ideas and challenge the status quo to bring enhancements to the schedules.
• Enforce Telephony, Workforce Planning/Schedule, relief and development by identifying the need for resources required to maintain set service levels and productivity benchmarks.
• In collaboration with regional managers, participate in development/implementation of claims projects that work towards improving/maintaining quality standards, process improvements and superior service.
• Ensure adjusters maintain quality work standards in collaboration with corporate services, by managing control results, both on a quantitative and qualitative level; ensure the Closed File Review, Interval File Review and Quality Call process is completed and any necessary changes are made.
• Participate actively in strategic projects and present to senior executives.
• Provide effective indemnity and legal expense control, proper reserving practices, creating operational efficiencies and delivering on Key Performance Indicators (“KPIs”).

Requirements

• Minimum 10 years of experience, preferably in a Senior Claims Management position within the Insurance industry.
• University degree or any combination of training and experience deemed relevant for the role
• Demonstrated ability to lead a management team, leading by example by exhibiting exceptional Leadership behaviours and Success Factors.
• Excellent communication skills and demonstrated ability to build collaborative relationships with all levels of the organization.
• Positive attitude while adapting to changing priorities and taking ownership of work.
• Self-starter with a sense of urgency and the ability to work independently under minimal supervision.
• Proven experience with successful change management initiatives.
• Exceptional organization and project management skills with the ability to manage multiple stakeholders and deliverables.
• Champion of driving change, succession and development planning
• Innovative and process improvement mindset

Benefits

• Flexible work arrangements and a hybrid work model
• Possibility to purchase up to 5 extra days off per year
• Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more
• Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life)
• Pension offerings provide flexibility and long-term security for our employees beyond their careers