Vice President

As part of the executive leadership team, the Vice President & Chief Claims Officer will provide strategic leadership to both the physical damage and injury claims management functions ensuring they support high-quality, effective, and accessible delivery of services to Manitobans.

The Vice President will guide the development and implementation of a long-term strategy to ensure the successful execution of corporate strategic initiatives and play a key role in transforming business operations. In addition to translating strategic plans into operational and business plans for the division, the Vice President will define and execute the divisional roadmap in collaboration with the President & CEO, and executive leadership team.

The Vice President will establish a high-performance organization with dedicated, skilled, engaged, and customer-focused team members, efficient service delivery, and effective governance and risk practices.

The role manages and cultivates the Corporation’s strategic relationships with claims industry stakeholders including their associations, service providers, business partners including police services, insurance companies, and crown corporations.

Accountabilities

Strategic Planning & Transformation:

• Participate in the development of the vision, direction, goals, and objectives of the corporation.
• Provide strategic direction for the division and ensure the development of strategies and solutions to support the corporate vision, direction, goals, and objectives.
• Create strategies to position the organization in the future by anticipating and acting on trends.
• Define and execute the divisional roadmap in coordination and collaboration with the President & CEO and leadership team.
• Translate strategic plans into operational and business plans for the division and communicate operational objectives to all employees and appropriate stakeholders.
• Ensure strategic, operational, and business plans meet the business needs and expectations of Manitobans, MPI departments, and other internal stakeholders.
• Identify opportunities and risks associated with changes in technology, considering the potential impact on claims operations and costs; communicate, facilitate, and support the necessary changes for continuous improvement.
• Monitor changes in the insurance industry as it relates to regulations, claims handling, and best practices.
• Champion transformation throughout the division and corporation by ensuring a clear understanding of the business and the identification of appropriate solutions.

Operational & Performance Leadership & Compliance:

• Provide expert advice and guidance and identify related operational impacts across the full range of business strategies, programs, products and services, and operational issues.
• Ensure divisional operational activities are provided in an efficient and effective manner, maintaining the highest degree of service delivery.
• Direct a pro-active and responsive operations function in a cost-effective manner, including collecting and reporting of related metrics.
• Ensure efficient delivery of claims (including estimating operations through the physical damage centre and holding compound activities, including salvage operations). Oversee all claims administration, including establishing authority levels and standards for adjusters, and resolution including special investigations and subrogation.
• Oversee all aspects of bodily injury claims throughout the Corporation and provide direction on policy and procedures for the management of new bodily injury claims under the Personal Injury Protection Plan.
• Partner with the Operations division to solicit and share feedback, develop strategies and tactics to address concerns, ensure the impact of changes, and improve claims handling processes.
• Oversee the overall policies and operations of the out-of-province bodily injury claims and specialized risk claims.
• Ensure processes and standards are followed related to claims handling and settlement negotiations involving claims financials, complex recovery matters, denial, coverage, evaluation, and legal referrals.
• Build and sustain productive relationships with key business partners, including oversight and negotiation of new business agreements, accreditation agreements, consultation models, and rate schedules.
• Oversee the design, implementation, and assessment of innovative and value-added services that meet the evolving needs of Manitobans.
• Ensure operational costs are in line with approved budgets as monitored through budget variance reports.
• Develop and implement processes and practices to identify and address the needs and expectations of Manitobans, MPI departments, and other internal stakeholders.
• Ensure the analysis, maintenance, and communication of records required by law or local governing bodies, are efficiently maintained, and updated as needed.
• Serve as a change champion in the organizational change process to produce an improved work environment and oversee the development and implementation of corporate and divisional programs that meet current and future needs.
• Participate on the corporate executive-level risk committee responsible for the management and oversight of all the forms of risk and the Enterprise Risk Management program within the Corporation.
• Act as an Enterprise Risk Owner with primary responsibility and accountability for identification, measurement, management, monitoring, reporting, and escalating of enterprise-wide risks.

People Leadership, Development & Training:

• Ensure the development, implementation, and maintenance of an effective structure for the delivery of services.
• Build and sustain a cohesive and collaborative team that is committed to the best interests of MPI and who consistently explores opportunities to enhance services.
• Sustain a high-performance culture and environment where multiple perspectives are sought out, appropriate risks are encouraged, and employees are committed to excellence in service delivery.
• Provide leadership, coaching, and direction to the divisional leadership team and employees to cultivate desired behaveours.
• Ensure employees throughout the division have the knowledge, awareness, technical skills, and competencies to contribute to the Corporation’s vision and success.
• Ensure performance management discussions are conducted with all employees providing feedback on their performance against their mandate, reviewing results, and discussing activities to build skill and proficiency.
• Engage in talent management and succession planning to meet current and future needs.

Qualifications

• Over 15 years of senior leadership experience in service and claims management, project management, and business improvement and innovation in a complex environment.
• Senior leadership experience in the insurance or financial services industry would be an asset.
• Bachelor’s degree in commerce, business administration, or related field. Master of Business Administration (MBA) is an asset.
• Completion of one or more of the following professional designations is considered an asset:
• Chartered Insurance Professional (CIP)
• Fellow Chartered Insurance Professional (FCIP)
• Knowledge of claims policies and procedures related to the adjustment and settlement of claims.
• In-depth knowledge of applicable MPI legislation, regulations, policies, procedures, and practices is an asset.
• Knowledge of corporate governance issues as well as an understanding of emerging trends and issues as they affect Crown corporations.
• Superior communication skills along with excellent negotiation skills and proven success in public speaking and formal presentations. Exceptionally skilled at stakeholder management and relationship building.
• Proven ability to adapt to, and effectively contribute to, business transformation along with the ability to develop a strategic vision, with proven ability to build consensus, fostering the necessary momentum to ensure objectives are met.
• Capable of positively engaging executive management, the Board of Directors as well as influential external stakeholders (e.g., Public Utilities Board, Government of Manitoba, strategic business partners, interest groups with diverging interests) and operating with the highest level of integrity and business ethics.