Unit Claims Manager, Quality Call and Auditing

4 weeks ago

Ottawa, Canada Intact Full time

Our employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you’re bringing this purpose to life alongside a passionate community of experts.

Feel empowered to learn and grow while being valued for who you are
- here, diversity is a strength. You have our commitment to support you in reaching your goals with tools, opportunities, and flexibility. It’s our employee promise.

Our hybrid work model preserves the balance between working from home and enjoying meaningful in-person interaction. The needs for every role are different but on average, you will be together with your colleagues at least once per week, with our leadership team in office three to four days weekly to be present for their teams.

Read on to see how you can shape the future, win as a team, and grow with us.

**About the role**

We’re looking for a **Unit Claims Manager, Quality Call and Auditing**, to join our growing team in the CSC

We are a hybrid company with office locations in **Toronto, Ottawa or Mississauga.**

**What you’ll do here**:

- Direct, coordinate and coach the CSC Quality Analysts to effectively impact improved quality of service and file handling across the CSC
- Deliver audit results and trends to operations and management team
- Ensure monthly Internal File Audits are distributed and completed timely
- Coordinate quality call reviews, providing individual coaching to staff within the claims service center
- Leading and coordinating mentoring programs to develop staff
- Participate and collaborate in process improvement, projects and operational initiatives
- Manage the execution and have oversight of the audit process for auto claims, including implementing strategies to improve on department strategic initiatives and leakage containment plans
- Proactively maintain knowledge and understand the organization and its vision and structure
- Direct the team operations to meet established goals while maintaining a comprehensive view of the department and overall claims service
- Develop and maintain a strong network of contacts among business partners to stay up to date with their realities and business needs as well as communicate trends and observations from the training and audit perspectives
- Continuously look for effective ways to enhance the service that we offer through better technology, tools, improved communication, etc.

**What you bring to the table**:

- Minimum of 2 years of proven Leadership abilities and/or experience
- Exposure to reviewing / auditing auto claims files with experience providing feedback and recommendations
- Knowledge of the policy wording, coverage and life cycle of auto claims
- Strong adaptation and innovation skills
- Excellent approach to customer service
- Excellent communication skills
- Process improvement mindset and the ability to lead projects
- Post-secondary education or equivalent experience
- CIP designation or working towards it
- Can engage and lead a team within a virtual environment

Posting expires June 17th at 11:59pm EST

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**What we offer**

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

- A financial rewards program that recognizes your success
- An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased
- An extensive flex pension and benefits package, with access to virtual healthcare
- Flexible work arrangements
- Possibility to purchase up to 5 extra days off per year
- An annual wellness account that promotes an active and healthy lifestyle
- Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
- A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs
- Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities
- Inspiring leaders and colleagues who will lift you up and help you grow
- A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

**We are an equal opportunity employer**

At Intact, we value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued, respected, and heard.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

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