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Manager, National Auto Claims

3 months ago

Waterloo Ontario ML, City of Toronto, Canada Ontario Teachers Insurance Plan Full time

With every job, there’s always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us.

At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day. And that's why we mean it when we say we put our people at the centre of everything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.

Job Description

What You’ll Do:

The Manager, National Auto Claims, is responsible for the end-to-end Auto claims experience of OGC group policyholders, delivered by claims adjusters, holding multiple provincial licenses. The Manager, National Auto Claims remains current in changes to legislation and regulation, provides guidance, sets procedures and ensures carriers compliance on auto insurance claims.

Reporting to the VP of National Claims, the core parts of your role will be to:

  1. Apply quality principles and practices to establish a strategic approach and improve the organization’s operations and productivity. This includes managing processes to support the organization’s strategic direction and communicating, facilitating, and supporting necessary changes for continuous improvement.
  2. Demonstrate consistent adherence to ensuring the customer receives fair claim resolution through proper adjudication of each claim. Reinforce adherence through the phases of quality first contact, investigation of the facts of loss and any potential liability exposures, evaluation of damages, development of appropriate claim payments and timely communication with the customer.
  3. Leverage management information to establish a clear line of sight on Key Performance Indicators (KPI’s), operational trends and key drivers of loss-cost and expense control. Provide information to Director including trends and analyses in these areas.
  4. Recruit, select, and train individuals, communicating strategies and objectives, and providing staff with the necessary resources to perform individual job responsibilities efficiently.
  5. Act in a consultative and advisory capacity on liability determination, investigation, policy interpretation, settlement negotiation and reserve establishment for claims.
  6. Lead the performance management process by communicating job expectations and tracking progress of individual activities and effectiveness. This includes determining team and individual goals, offering job coaching, training, motivation, and support to help employees meet objectives and quality requirements, reviewing progress, and offering feedback as required.
  7. Establish and implement claims quality and customer service standards. This includes analyzing quality and customer service problems, initiating audits, identifying trends, and recommending system improvements.
  8. Establish relationships with auto representatives within the carriers, including analysts and field staff, providing relevant information quarterly and aligning priorities.
  9. Establish relationships with external vendors to ensure compliance to carrier protocols, effective pricing and that relevant services provided remain of value to the OGC policyholders and providing feedback to the Director.
  10. Lead Management of a departmental sub function within the broader team and actions education and learning as required.
  11. Administer, monitor, and control individual settlement authority in accordance with carrier’s standards. Authorize expense of loss payments that fall outside adjusters’ authority threshold.
  12. Resolve customer dissatisfaction. This includes investigating the complaint, following-up with customers, and working within the internal complaint handling procedures to personally resolve demanding situations.
  13. Complete complaint tracking in accordance with Regulatory Compliance requirements of the carriers.
  14. Ensure client services are available in the English and French language to ensure the claims service operational requirements are met.
  15. Comply with the procedures for outside service providers. This includes monitoring utilization by the unit, recommending improvements, and providing feedback to the Director and carrier.
  16. Maintain a minor pending as required by the business.
Qualifications

Let’s Talk About You:

This is the unique blend of skills and experience we would love to see in an ideal candidate:

  1. A university degree in Business Administration, or a related subject or equivalent industry designation.
  2. A Chartered Insurance Professional (CIP) Designation. Financial Chartered Insurance Professional (FCIP) designation is considered an asset.
  3. Broad multi-line claims operational experience and strong business acumen obtained through a minimum of four years’ experience in all line’s claims adjusting and examining.
  4. A minimum of five years’ experience in a supervisory or coaching role.
  5. Knowledge of the Canadian Regulatory environment.
  6. Strong ability to influence and communicate across all areas of the business. A pragmatic approach to deliver on strategy.
  7. Superior time-management, project management and organizational skills to manage competing priorities.
  8. Knowledge of intermediate Microsoft Office Suite applications and the General.
  9. The ability to communicate in French is considered an asset.

We also consider your potential.If you know you have what it takes to do the job, but your experience doesn’t exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit.

Additional Information

Some of the Perks We Offer:

  • Rewarding salary and bonuses that truly value your dedication
  • Industry-leading group benefits with 100% premium coverage (excluding LTD) that start on your first day
  • Defined benefit pension plan for a financially confident retirement
  • 100% coverage of approved continuing education and licensing fees (including RIBO courses in Ontario)
  • Access to a wealth of learning resources, including LinkedIn Learning for professional development
  • Flexible work-from-home and hybrid options
  • Unlock your potential with opportunities for advancement

Let’s work together If you are interested in this opportunity, please apply online.

OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities.

As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique.

We are an equal opportunity employer and encourage applications from all qualified individuals. We thank all applicants for their interest; however, only candidates selected for an interview will be contacted.

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