Head of Claims and Administration Operations

1 month ago

Vancouver, British Columbia, Canada Industrial Alliance Insurance Full time

Position Overview
Reporting directly to the Vice President of iA Special Markets (SM), the Director of Claims, Contact Center, and Administration is tasked with managing the daily functions of the iA Special Markets Claims, Contact Center, and Administration teams.

This role oversees a dedicated team of over 30 professionals based in the Vancouver office, ensuring that operational objectives are met efficiently.

In collaboration with fellow SM Directors, this position plays a crucial role in shaping the strategic vision and prioritizing initiatives that align with the organization's goals.

The Director will engage closely with all SM departments to guarantee that divisional operations and strategic projects are executed effectively.



Key Responsibilities
• Provide visionary leadership and strategic direction for the Claims, Contact Center, and Administration sectors in partnership with the senior management team.

• Ensure operational workflows and departmental priorities are optimized for efficiency.

• Maintain service level agreements (SLAs) and oversee the successful execution of projects.

• Offer guidance to management on claims settlement, particularly for large or complex cases.

• Develop and enforce policies, procedures, and service standards that align with corporate strategies.

• Manage governance and due diligence for third-party payors and assistance providers, ensuring cost control and compliance.

• Identify opportunities for operational improvements and establish effective escalation processes across all departments.

• Support direct reports with human resources matters as necessary.

• Collaborate with the VP and other Directors to set ongoing goals and objectives for the division, including strategic planning for profitable growth through effective management of claims, administration, and contact center functions.

• Engage with clients, partners, regulators, and industry associations as required.

• Stay informed on legislative and regulatory changes, providing guidance based on market intelligence.

• Drive innovation by implementing enhancements in claims management, administration, and contact center operations to strengthen market differentiation.


• Foster collaboration with iA GBRS and other divisions as appropriate.

• Promote the professional development of team members through actionable career development initiatives.



Qualifications
• Bachelor's degree in business administration, finance, commerce, or actuarial science; or equivalent professional experience.

• A minimum of 10 years of relevant experience in a senior insurance claims adjudication role.

• At least 6 years of experience in people management, preferably within a large claims operation.

• Proven track record of leading high-performing teams in a dynamic and diverse environment.

• Strong problem-solving skills with the ability to make independent decisions.

• Demonstrated strategic knowledge and practical implementation experience.

• In-depth understanding of the regulatory landscape and market trends.

• Client service-oriented mindset with a focus on teamwork and collaboration.

• Experience in process improvement methodologies, including LEAN.

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