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Head of Claims and Administration Operations

3 months ago

Vancouver, British Columbia, Canada Industrial Alliance Insurance Full time

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

This leadership role oversees a dedicated team of over 30 professionals based in the Vancouver office, ensuring that operational goals are met and strategic initiatives are effectively executed.

Key Responsibilities
1. Provide visionary leadership and strategic direction for the Claims, Contact Center, and Administration sectors in collaboration with the senior management team.
2. Ensure operational efficiency across all departments by managing workflows and setting priorities.
3. Monitor service level agreements (SLAs) to guarantee consistent performance and successful project implementation.
4. Offer guidance to management teams, particularly in the resolution of complex claims.
5. Develop and enforce policies, procedures, and service standards that align with corporate strategies.
6. Oversee governance and due diligence in the contracting and auditing processes involving third-party payors and assistance providers.
7. Identify opportunities for operational improvements and establish effective escalation processes within managed departments.
8. Support direct reports with human resources issues as necessary.
9. Collaborate with the VP and other Directors to set ongoing objectives and strategies for the division, including developing plans for profitable growth through effective management of claims, administration, and contact center functions.
10. Engage with clients, partners, regulators, and industry associations as required.
11. Stay informed about legislative and regulatory changes, providing insights and guidance accordingly.

Innovation and Development
Continuously seek to enhance claims management practices and contact center operations to maintain competitive advantage in the market.

Team Development
Foster professional growth within teams by implementing actionable career development strategies.

Qualifications
- Bachelor's degree in business administration, finance, commerce, or actuarial science, or equivalent experience.
- Over 10 years of relevant experience in senior insurance claims adjudication.
- Minimum of 6 years in a leadership role, preferably within a large claims operation.
- Proven track record of leading high-performing teams in a dynamic environment.
- Strong problem-solving skills with the ability to make independent decisions.
- Demonstrated strategic knowledge and implementation capabilities.
- In-depth understanding of regulatory environments and market trends.
- Client-focused with a commitment to teamwork and collaboration.
- Experience in process improvement methodologies, such as LEAN.