Director, Claims Operations

1 month ago

Richmond Hill, Canada Sym-Tech Dealer Services Full time

Celebrating 53 years of growth, Sym-Tech is the leading finance and insurance provider to the retail automotive industry. At-Sym-Tech we are looking for Associates who share our passion for innovation, creativity and results We are passionate about delivering excellent client service, an outstanding Associate experience with opportunities to learn and grow professionally. Sym-Tech is growing quickly and that means endless ways to make a real difference We are currently recruiting for a Director, Claims Operations to join our headquarters located in Thornhill, ON.


A career with us offers:

  • A fun, fast paced culture
  • Competitive wages and benefits
  • On-going industry training programs and professional development opportunities
  • A professional, collaborative and progressive work environment
  • An empowering atmosphere where people are inspired to do great work
  • The chance to work with Canada’s leading F&I provider


Position Summary:

Sym-Tech administers multiple Programs and sells a full suite of warranty and insurance products such as Mechanical Breakdown, GAP, Appearance Protection, Wheel & Tire Protection, Anti-Theft, and Pre-Paid Maintenance. Claims resulting from the sale of these products are managed by Claims Operations.

The Director, Claims Operations is accountable for the efficient operation and performance of alldaily activities through performance metrics and continuous improvement while providing strategic direction and leadership to the Claims Operations Team. Efforts are highly focused on ensuring the highest level of Client, Dealer and Customer experience and the efficiency & accuracy of claims processing.


The Director, Claims Operations reports to the Vice President of Customer Experience & Operations.


Position Functions:

  • Oversee all functions of the Claims Operations Team.
  • Manage staffing levels and policies & procedures to ensure claim turnaround times meet all Service Level Agreements.
  • Liaise with Field Associates, Clients, Dealers and/or Customers as required, particularly on claims that have been escalated.
  • Develop and apply methods to proactively identify, monitor and intervene as required on potential high dollar/problematic claims.
  • Manage Claims Operations’ performance against agreed targets and within policies and standards.
  • Formulate, communicate and enforce quality/efficient work standards.
  • Develop and implement new solutions and new operational processes to ensure optimization and higher levels of automation/auto-adjudication.
  • Ensure that our online claims solutions are best in class and drive a high usage rate.
  • Identify claim patterns that may be helpful in product design modifications.
  • Analyze/produce performance reports as required for senior executives, clients and to identify departmental efficiencies.
  • Assess bottlenecks of work processes and coordinate with others to implement solutions aiming at increasing efficiencies and Dealer/Customer satisfaction.
  • Identify the skills required by the Claims Operations Team and build/develop a high performing team.
  • Challenge the status quo, raise our thinking and standards to deliver excellence and improve results.
  • Lead Claims Operations business cases / business plans, as applicable.


Minimum Qualifications:

  • 8+ years of automotive experience with a minimum of 3 years in a people management role. .
  • Undergraduate degree preferred, or equivalent experience
  • Fluency in French preferred
  • Exceptional leadership skills Excellent customer focus to proactively identify and understand customer needs
  • Demonstrated decision-making skills, including the ability to properly assess, analyze and improve claims performance
  • Excellent oral and written communication skills necessary for customer contact, negotiation, presentations, project management, and personnel management
  • Advanced knowledge of claims best practices, technical claims operations, procedures and claims performance strategies, as well as day-to-day claims operations
  • Ability to make timely decisions, establish priorities, and set strategic directions
  • Ability to organize and deal with a variety of situations, identify problems and recommend/implement resolutions
  • Proficient computer skills – MS Excel, Word and Power Point
  • Ability to work in a fast-paced environment
  • Performance oriented – driven to achieve
  • Commitment to excellence – quality, attention to details and deadline driven
  • Ability to work independently and take initiative

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