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Director, Claims, Contact Center and Administration
3 months ago
Reporting to the Vice President, iA Special Markets (SM), the Director - Claims, Contact Center & Administration is responsible for overseeing the day-to-day operations of the iA Special Markets Claims, Contact Center and Administration teams. To support and guide those daily activities/teams, the Director will count on more than 30 employees/staff, located in the Vancouver iA office. In conjunction with the other SM Directors, this role will help facilitate the evolving strategic direction of the vision and assist with prioritizing these strategies. The Director will also work closely with all SM departments to ensure the operations of the division and our strategic initiatives are successfully implemented and managed.
Responsibilities
Provide strategic leadership, guidance and vision for these sectors as well as the division (in collaboration with the senior management team)
Ensure the efficiency of all his/her departments workflow and priorities.
Ensure SLAs are continuously met, and projects are successfully implemented
Provide guidance to his management team, including settlement of all claims, especially large and/or complex claims
Define and implement policies, procedures and service standards in line with corporate and sector strategies.
Provide guidance, control, cost containment and due diligence/governance of the contracting, development and auditing of third-party payors and/or assistance providers
Identify and implement operational efficiencies, controls and effective escalation processes in all managed departments
Assist and guide direct reports with HR issues as needed
Participate with the VP, and other Directors, in setting ongoing goals, strategies and objectives for the division. Including the development of strategic plans to grow iA Special Markets profitably through effective management and oversight of administration, contact center and claims functions (both in-house and through third-party payors)
Liaise/meet with clients/partners/regulators/industry associations as required
Continuously monitor the legislative and regulatory environments for changes in trends, methodologies and market intel. Provide guidance accordingly
Innovate by identifying and implementing improvements in claims management practices, administration and contact center, so that we can maintain and increase our market differentiation.
Synergize whenever possible with iA GBRS and other iA divisions as needed
Is responsible for the professional development of their teams by promoting and implementing concrete actions linked to career development and management.
Requirements
Bachelor’s in business administration, commerce, finance or actuarial; or equivalent work experience
10+ years relevant experience in a senior insurance claims adjudication position
6+ years in people management. Preferably a large claims operation
Proven experience leading high performing teams in a dynamic, diverse and evolving environment
Ability to solve complex problems with independent decision making
Proven strategic knowledge, practice and implementation
Strong knowledge of regulatory environment and market trends
Must be client service oriented and foster exceptional team work/focus
Experience and proven track record relating to process improvement and efficiencies (LEAN) #J-18808-Ljbffr
