Manager of Auto Insurance Claims
3 weeks ago
Position Overview:
The National Auto Claims Manager at Curo Claims Services Inc. oversees the comprehensive claims process for OGC group policyholders, facilitated by licensed claims adjusters across various provinces. This role demands a thorough understanding of evolving legislation and regulations, providing essential guidance, establishing protocols, and ensuring compliance within the auto insurance claims framework.
Key Responsibilities:
- Implement quality management principles to enhance operational efficiency and productivity, aligning processes with the organization's strategic objectives while facilitating necessary changes for ongoing improvement.
- Ensure fair and equitable claim resolutions for customers through meticulous adjudication practices, maintaining quality standards throughout the claims process, from initial contact to final payment.
- Utilize management data to monitor Key Performance Indicators (KPIs), operational trends, and cost-control measures, providing insightful reports to the Director on these metrics.
- Recruit, mentor, and develop team members, clearly communicating organizational goals and equipping staff with the resources necessary for effective job performance.
- Act as a consultant on liability assessments, policy interpretation, settlement negotiations, and reserve establishment for claims.
- Oversee the performance management framework, setting clear expectations, tracking progress, and offering coaching and support to ensure team members meet their objectives.
- Establish and uphold claims quality and customer service benchmarks, conducting audits, identifying trends, and recommending system enhancements.
- Foster relationships with auto representatives from carriers, ensuring alignment on priorities and sharing relevant information regularly.
- Collaborate with external vendors to ensure adherence to carrier protocols and maintain service value for OGC policyholders.
- Lead a departmental sub-function within the broader team, promoting education and learning initiatives as needed.
- Administer and oversee individual settlement authority in line with carrier standards, authorizing payments that exceed adjusters' authority limits.
- Address customer complaints by investigating issues, following up, and utilizing internal procedures to resolve challenging situations effectively.
- Maintain compliance with Regulatory requirements regarding complaint tracking.
- Ensure that client services are accessible in both English and French to meet operational demands.
- Monitor the use of external service providers, recommending improvements and providing feedback to the Director and carrier.
- Manage a minor pending as dictated by business needs.
Qualifications:
- A degree in Business Administration or a related field, or equivalent industry qualifications.
- Chartered Insurance Professional (CIP) designation; Financial Chartered Insurance Professional (FCIP) designation is a plus.
- Possession of an adjuster's license.
- A minimum of four years' multi-line claims operational experience, with strong business acumen.
- At least five years in a supervisory or coaching capacity.
- Familiarity with the Canadian Regulatory landscape.
- Exceptional communication and influencing skills across all business levels.
- Strong organizational, project management, and time-management abilities.
- Proficiency in Microsoft Office Suite and general business applications.
- Ability to communicate in French is an asset.
Additional Information:
Curo Claims Services Inc. offers a competitive salary and benefits package, including a defined benefit pension plan, comprehensive mental wellness support, and opportunities for professional development. We are committed to fostering a diverse and inclusive workplace where all employees are valued and respected.
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