Senior Operations Specialist driving high - quality execution across client operations and products. Collaborating with internal teams to deliver tailored solutions in a hybrid work environment.
About the role
- Director of Claims Operations at Securian Canada, managing performance and quality of creditor claims services. Leading talent management and addressing customer service issues within claims operations.
Responsibilities
- Take responsibility for the operational performance of Securian Canada’s creditor claims area, and other claims operations areas as needed, including the design and execution of activities to ensure operational excellence, claims management quality, adherence to service standards and key performance indicators. Implement timely corrective actions when required.
- Lead talent management efforts for creditor claims teams and other relevant areas, including workforce planning, conducting annual and mid-year performance reviews, managing promotions, salary adjustments and bonuses, and handling performance-related conversations. Support employee learning, growth and development.
- Analyze and report on the operational performance of the insurance claims portfolio.
- Manage escalated customer service issues and use them to improve service design and planning, including participating in remediation meetings with stakeholders (clients, brokers or consultants, sales and account management teams).
- Monitor workloads and case portfolios, and adjust workload distribution to meet performance indicators, service standards and operational objectives.
- Review claim file references and implement improvements as needed.
- Work closely with IT, Risk Management, Underwriting, Legal, Compliance, Fraud, Finance, Sales, Account Management, Data Analytics and Vendor Management teams to resolve claims-related issues, including complex cases.
- Contribute to IT system evolution by participating in business-priority decisions, process design, user acceptance testing (UAT) and deployments.
- Manage vendor relationships, service delivery performance and contractual requirements, including third-party oversight.
- Explore new vendor partnerships to improve claims management and business outcomes.
- Maintain a talent pool and oversee attraction and retention activities for claims operations employees.
- Engage and mobilize teams by communicating business updates, analyzing operational performance and promoting continuous improvement.
- Support Securian Canada’s business growth by participating in request for proposals (RFPs), broker and consultant meetings, final presentations, new client implementations and post-implementation follow-ups.
- Oversee external audits conducted by third parties in collaboration with the Quality Assurance team.
- Lead or support special projects as required.
Requirements
- Bachelor’s degree or advanced diploma in kinesiology, physiotherapy, psychology or health sciences considered an asset.
- More than 10 years of experience in claims operations management, client management and talent management, with a proven ability to deliver results, develop talent and drive continuous improvement and service excellence.
- Deep expertise in insurance claims administration, contract interpretation, data analytics and client reporting.
- Excellent written and verbal communication skills, problem-solving, organizational abilities and sound decision-making.
- Strong client focus and a keen business sense.
- Advanced ability to operate in a dynamic, agile and constantly evolving environment.
- Demonstrated experience building strong business relationships internally and in the market, including with vendor partners.
- Proven ability to collaborate effectively in a matrixed environment and leverage internal and external resources.
- Capability to strengthen Securian Canada’s brand and reputation through exemplary service delivery.
- High curiosity and a commitment to continuous learning, valuing personal development and the ability to incorporate constructive feedback.
- Autonomy, confidence, professional maturity and an ability to meet deadlines in a high-pressure, changing environment.
- Excellent command of English for communication with clients and colleagues.
- Excellent command of French to communicate with clients in Quebec.
Benefits
- Flexible working arrangements with monthly financial allowances to support work–life balance.
- A generous number of paid days off at hire, plus additional days off for each year of service.
- One paid volunteer day so you can dedicate time to a cause you care about.
- Paid personal and wellbeing days to support overall wellness.
- Education assistance up to $3,500 per year (with manager approval).
- Flexible health and wellbeing account (in addition to comprehensive coverage for prescription drugs and dental) to help cover a wide range of wellness services important to you.
- Up to 14% combined contributions to the RRSP matching plan.
- Maternity/parental leave support for families.
- And many more benefits and programs.
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