Director, Insurer Management Services, Work From

Company:
ClaimsPro LP

Director, Insurer Management Services, work from anywhere in Canada (REMOTE)

Overview:
The Director of Insurer Management Services (IMS) will be accountable for the development and implementation of national internal processes to support ClaimsPro operational leadership and enable adjusters to understand and meet insurer expectations. The Director will also be responsible for measuring national account performance, communicating the results to insurer and internal stakeholders, and developing strategies to drive better outcomes. Working within a team environment, the incumbent will be responsible for continuously working to enhance and develop strategic relationships with key insurer clients. This role is critical to ClaimsPro’s objective to become the most trusted partner in the industry.

Organizational Alignment:

- Reports to the Vice President, Central Services
- Accountable to external and internal stakeholders:

- ClaimsPro Business Unit Leaders and the field operations
- ClaimsPro Key Insurer Clients
- ClaimsPro Business Development

Key Performance Criteria:

- Effective leadership of a team of 20-25 employees across Canada
- Successful development and execution of internal processes
- Delivery of exceptional outcomes on measurable client key performance indicators (KPIs)

Job Responsibilities
- Lead the team of Account Managers responsible for ClaimsPro’s key Insurer clients through collaboration, mentoring and performance management.
- Report to and work with ClaimsPro’s regional operations leadership to improve results.
- Work with Account Managers to create performance tracking and corrective plans linked to KPIs.
- Create and implement strategies to enhance the customer experience.
- Manage and oversee the coordination between IMS, regional operations, and Business Development.
- Executive level communication with external and internal stakeholders including meetings and presentations.
- Design national insurer accounts: determine workflows; set up, recommend and administer onboarding of new insurer accounts, and manage and implement contract amendments and/or side agreements for handling these outside of the contractual agreement.
- Seek to maintain consistency in process across multiple accounts by working with clients.
- Work with ClaimsPro IT department to manage the integration of Third-Party Vendor and Client claims management systems.
- Co-ordinate with national operations on the administration of Xactimate & XACTanalysis.
- Prepare operational data and measure against client (contractual) expectations, provide detailed performance reports to clients and create action plans to address deficiencies.
- Oversee internal file protocol reviews in conjunction with ClaimsPro Quality Assurance.
- Consult on RFP responses involving national insurers.
- Oversee the centralization of claims intake and triage of national insurers (daytime & after hours) to ensure adherence to client expectations.
- Manage the IMS role with a coordinated ClaimsPro CAT response plan.
- Ensure professional development opportunities for IMS team members.

Qualifications & Experience
- Business Administration Degree or equivalent
- Demonstrated ability to lead a team and achieve results
- CIP and/or Insurance related designation
- Property claims adjusting experience preferred
- Knowledge and experience of property and casualty insurer procedures and practices
- Proficient in Microsoft office suite (Excel, Power Point, Word, Outlook)
- Knowledge of third-party vendor systems used by Insurers such as Guidewire and XACTanalysis would be an asset
- Ability to travel occasionally, up to 10%
- Bilingualism is an asset

Competencies
- Communication Skills: Must communicate effectively and persuasively with both internal and external stakeholders.
- Leadership: Create clear objectives and motivate the team to work towards a common objective in constantly evolving environments.
- Problem Solving: Working to improve existing processes and procedures proactively and consistently.
- Teamwork: Ability to collaborate with multiple stakeholders and manage conflicting priorities in an effective manner to attain results.

Environment/Working Conditions
- Remote work eligible from anywhere in Canada.
- Some travel required, mostly to Toronto.

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