Operations Manager, Insurance

2 weeks ago

Toronto, Ontario, Canada ClaimsPro LP - International Programs Group Full time

Company:
ClaimsPro LP - International Programs Group

Operations Manager, Insurance - Full Time (Toronto, Ontario, Canada)

IPG is Canada's leading independent Third-Party Administrator providing claims services for the Lloyd's market, domestic insurers, and self-insured entities. IPG takes pride in representing our clients' best interests and client satisfaction is always job one.

Role Summary:


This role will directly support IPG's operational needs and liaise with IPG Administration and Claims Managers as well as the dedicated Data and Management Information (MI) team.


As an integral member of the team, you will work alongside our National Administration Manager to create efficient workflows and processes that maximize the available IT resources for improvement or creation of new customer (both internal and external) experiences.


Responsibilities:

  • Oversee Operational responsibilities
  • Participate in early stages of Onboarding new clients
  • Assist Claims and Admin Managers to identify areas of improvement, building or recommending new tools or practices
  • Review Billing and Fee structures in accordance with billing expectations and TPA agreements
  • Regular production of monthly, quarterly, and annual client operational, financial and statistical reports
  • Regular preparation of client specific data or reports
  • Evaluate current admin processes and identify areas of improvement.
  • Implement approved process changes
  • Assist with onboarding of new clients and contracts and assist with internal and external communications.
  • Investigate and handle escalated nonclaim handling related internal and external customer complaints to ensure resolution reached.
  • Provide excellent customer service to internal and external clients.
  • Ensure requests are resolved and communicated in a timely manner.
  • Work with Managers to facilitate resolution of issues/problems with operations.
  • Maintain relationship with Business Development and other Operations teams.
  • Work in conjunction with other departments to support client needs.
  • Assist on any special projects and initiatives.
  • Review billing and fee structures (formulas and rates) in accordance with client billing expectations and corporate standards.
  • Work with Data /MI team to help troubleshot issues with regular production of monthly, quarterly, and yearly client operational, financial and statistical reports.
  • Assist internal stakeholders with client related procedural issues and protocol.
  • Collaborate with various departments in the implementation of projects involving change management, operations, and integration.
  • Assist and back up as necessary.

Qualifications and Experience:

  • Minimum 5 years experience in insurance market and Lloyd's /Lineage preferred
  • Comfortable with and experienced in handling multiple projects and constantly changing schedules and priorities.
  • Substantial amount of experience in claims operations
  • Ability to translate organizational strategy into operational outcomes.
  • Proven project management experience
  • Solid judgment and Critical thinking skills
  • Advanced analytical and modeling skills
  • Proven ability of working effectively in an entrepreneurial and collaborative environment with operations, sales and corporate groups to achieve required results
  • High degree of personal integrity
  • Adept at developing and sustaining cooperative working relationships with Senior Management, Corporate Departments Adjusters, Clients, and Insureds
  • Ability to communicate effectively and professionally, both oral and written
  • Energetic and the ability to function in a team environment as well as lead it
  • Ability to allocate one's time effectively, work under pressure and manage tight deadlines.
  • Ability to handle multiple demands and competing priorities, adapt to new ideas and constant changes.
  • Intermediate to advanced skills in MS Office

Competencies:

  • Professional demeanor and strong customer service & interpersonal skills
  • Superior communication skills both written and verbal.
  • Team player and excellent interpersonal skills with ability to interact with all individuals at all levels within the organization.
  • Reliable and punctual
  • Ability to work independently with minimum supervision.
  • Excellent organizational skills / ability to prioritize.
  • Demonstrated attention to detail.
SCM Insurance Services (SCM) and its affiliated companies will not accept unsolicited resume submittals from third

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