Claims Operations Manager

4 weeks ago

Vancouver, Canada ClaimsPro LP Full time

Company:
ClaimsPro LP

Claims Operations Manager - Remote (Vancouver, BC)

This role will directly support the management operational needs of the Director of Operations, Business Unit Leaders Nationally, Business Development, and the Insurer Management Services Team. This role will manage the Analyst Team which involves leading and managing staff, proactive customer contact with respect to quality and service issues, training and development of staff and overseeing efficiency of operations.

Ability to travel on short notice and for an extended period (1-2 weeks)
- Oversee the operations of the Analyst team and manage workflow (staff rotation, scheduling, time off, etc.).
- Assist in building back structure between BD, IMS and Analysts
- Assist with onboarding of new client and assist with liaising communications with Branches and Account Managers.
- Responsible for handling escalated internal and external customer complaints to ensure resolution reached.
- Manage and allocate resources for CAT i.e. influx of claims setup, bulk set up, etc.
- Provide excellent customer service to internal and external clients.
- Identifying areas of improvement.

Duties and Responsibilities:

- Assist in CAT Coordination, CAT preparation and client requirements.
- Ensure national / regional requests are resolved and communicated in a timely manner.
- Work with Managers to facilitate resolution of issues/problems with adjusters and/or operations.
- Assist through acquisition / integration activity.
- Maintain relationship with Business Development and other Operation 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.
- Regular production of monthly, quarterly and yearly client operational, financial and statistical reports.
- Regular preparation of client specific data for client operational 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.
- Dissemination of client information and data is essential to customer satisfaction.
- Involvement in special projects.

Qualifications:
Minimum Education: Business Administration Degree or equivalent

Minimum Years Experience: 5

Other Required Qualifications:

- Undergraduate degree or diploma from a recognized institution
- CIP an asset
- Minimum 5 years in operations and / or management experience
- 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 co-operative 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

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