Content Claims Operations Manager
7 days ago
Edjuster offers complete digital solutions for all types of contents claims, from support services to tools like our own valuation platform, Exclaim.
A contents claim is a claim for the loss or damage of personal belongings, and are most commonly caused by theft, water, fire and other perils.
We are currently recruiting for a Content Claims Operations Manager to join our team remotely in Canada. The position location is flexible, and we can offer in-office, hybrid or fully remote working arrangements.
The successful candidate will oversee In House / Desk Content Claims Specialists and Claims Assistants and ensure the timely completion of all claims while maintaining quality and company standards and guidelines.
The salary range is $65,000 to $98,000 annually.
Responsibilities- Direct and oversee the quality and completion of all in house / desk claims from assignment to completion in accordance with edjuster Performance Excellence Guarantee.
- Workforce management of current workloads to ensure staffing levels are appropriate and forecasting for future changes while providing recommendations for appropriate staffing levels (both increasing and decreasing).
- Assess overall employee and department performance including all quality reviews and productivity standards, identifying trends and providing regular reporting to VP of Operations.
- Mentor Desk / In-house employees in the handling of complex claims (ex. hoarder, commercial, and high end, etc.).
- Identify training needs and provide ongoing training and support to all new and existing desk/in-house employees.
- Coordinate with the Training Manager and Team Leads on larger training initiatives including new hire training.
- Conduct regular one-on-ones and annual performance reviews including SMART goals, providing feedback on performance stats, and regular quarterly follow-up of milestones.
- Financial management through timely invoicing of claims within edjuster standards related to performance and fee % of Replacement Cost, and regular review of expenses (if applicable).
- Resource management in HR system approving vacation, payroll, training hours, etc. to monitor capacity of the team.
- Review operational processes and make recommendations for efficiency.
- Provide input on changes and development of exclaim and testing.
- Provide leadership when catastrophes occur.
- Other duties as requested.
- Bachelor's degree in Business Administration, Insurance or Risk Management, or related desk experience preferred.
- Minimum 6 years of experience in insurance.
- Minimum 2 years of experience in project or general employee management experience, or an equivalent combination of training and experience that would produce the following knowledge, abilities, and skills.
- Ability/Availability to travel.
- French/English Bilingualism would be considered an asset.
- Proficient in maintaining accurate and detailed activity, transaction and reserve records.
- Excellent communication skills.
- Must be a team player with a strong commitment to quality and customer service.
- Ability to manage multiple priorities.
Strong analytical and mathematical ability.
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