Group Manager, Residential Complex Claims

2 days ago

Markham, Canada TD Bank Full time

**Work Location**:
Markham, Ontario, Canada

**Hours**:
35

**Line of Business**:
TD Insurance

**Pay Details**:
$88,500 - $132,700 CAD

TD Insurance is part of TD Bank Group (TD) and we’re driven to provide legendary experiences and trusted advice to our customers. We help protect clients from the ‘accidents of life’ with a wide range of products including credit protection, life, health, travel, home and auto insurance. With more than three million clients, TD Insurance products and services are available through a network of more than 1,000 TD branches and online.

In Canada we have two lines of business: General Insurance and Life and Health. Our General Insurance business is one of the top home and auto insurance groups in Canada and the national leader in group insurance and affinity marketing. Our Life and Health business is the number-one provider of critical illness insurance and direct life and health insurance in Canada.

At TD Insurance, we’re committed to fostering an inclusive, accessible environment for our colleagues. With a national workforce of over 4,000 employees that span Atlantic Canada, Quebec, Ontario and Alberta, our company is always growing and we’re dedicated to helping you grow. TD Insurance offers a stable and dynamic work environment where talent is appreciated and professional development is important to help our colleagues unlock their full potential. More than just a job, we offer rewarding careers.

KEY ACCOUNTABILITIES

**CUSTOMER**
- Communicate productivity objectives to analysts and contribute to the achievement of business objectives by meeting or exceeding individual and team goals
- Meet or exceed the needs of the customer by managing client calls and resolves complaints balancing the needs of the client and those of the organization
- Participate in the identification of clients’ complaints root causes and implement corrective actions
- Ensure accurate and timely reserving of claims
- Approve payments and verify analysts’ files

**SHAREHOLDER**
- Support the development and implementation of claims strategies to achieve business objectives and goals
- Work closely with key business leaders to develop business plan, ensuring the optimal use of resources and leverage TD’s operating model to maximize efficiency, effectiveness and scale
- Execute on the annual business plan to deliver results aligned with business strategies
- Monitors and communicates the effectiveness of strategies, programs, and practices related to own area of expertise
- Participate in networking activities and maintain liaison with industry and local insurance market for being aware of and bringing industry’s leading trends into the Company
- Contribute to the business objective for Operational Excellence by adhering to mandatory compliance and audit requirements
- Understand and ensure business operation policies and procedures and legislation
- Be knowledgeable of and ensure compliance with company and industry codes of conduct
- Ensure necessary due diligence to support the accuracy of all insurance claims and adherence to the Residential policy contract
- Implement best practices from other teams and operations
- Coordinate activities with partners across the organization, may include Technical, HR, Technology, Finance, Risk Management, etc.
- Limit exposure to reputational risk through effective oversight of litigation files

**EMPLOYEE / TEAM**
- Responsible for management of the overall team providing both leadership and guidance
- Set targets and objectives for the team, and deliver results
- Grow team expertise to align with business/enterprise demand and direction; assess team skills and capabilities and continually look for ways to provide and enhance the value delivered
- Lead a high performing team; provide on-going feedback and performance reviews, coach and develop employees and ensure performance management activities are undertaken and completed for all employees
- Lead the process of setting performance objectives for the team; track, monitor and effectively address and/or reward performance in a timely manner
- Manage employees in compliance with all human resources policies, procedures and guidelines of conduct
- Support an environment where team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successes
- Recruit for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
- Establish and foster a cohesive team; promote a fair and equitable environment that supports a diverse workforce and encourage the team to achieve common goals and objectives
- Act as a brand ambassador for your business area/function and the bank, both internally and/or externally
- Provide input on claims files brought for coverage interpretation from all teams within Residential claims

**BREADTH & DEPTH**
- Lead a team of claims professionals with intermediate to high claims authority handling moderate to complex c

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