Claimant Services Lead – Remote

Claimant Services Lead – [Remote]

Reports to: VP, Claimant Services

Type: Full-time, Regular

Location: Remote, Canada

About Castlemain

At Castlemain, we help people understand, access, and engage with class action settlements and community programs. Our work begins with claimants, ensuring they are supported with trauma-informed, culturally grounded communications and backed by expert project management and community-focused care.

Whether we're delivering national noticing campaigns, providing direct claimant support, or partnering on community program building, we work with law firms, governments, Indigenous organizations, and administrators on national programs that ensure results.

Communication and community support is about more than sharing information — it's about supporting well-being, healing, and connection. That's why our programs are designed to respect the dignity of community members and support the wellness of everyone involved.

With more than 200 team members, many of whom are Indigenous, we deliver services in English, French, and several Indigenous languages across the country, ensuring people are heard, respected, and supported.

About the Role

The Claimant Services Lead is a Director-level leadership position responsible for contributing strategic direction, strong project management, and responsive problem-solving to the Claims Helper Program for a confidential settlement.

Reporting to the VP, Claimant Services, this role will oversee a team of three Claims Helper Managers, who in turn support a larger team of 15 Claims Helpers across Canada. Working collaboratively with the other Program Leads, the successful candidate will contribute to operational planning, process refinement, and the establishment of protocols that ensure the program's success.

The Claimant Services Lead will provide continuous quality assurance, monitoring, and support for program effectiveness — all while modelling culturally safe and trauma-informed practices.

Key Responsibilities

Team Leadership and Management

• Manage and mentor a team of Claims Helper Managers, providing guidance, coaching, and leadership support.
• Act as a resource and escalation point for Claims Helper Managers navigating service delivery challenges and team dynamics.
• Foster a collaborative, high-performance work environment that promotes engagement and accountability.
• Assist in the recruitment, scheduling, training, and evaluation of Claims Helpers and Managers.
• Provide backup leadership and operational support during complex or high-demand situations.
• Oversee assigned service areas, managing budgets, timelines, and deliverables in collaboration with Project Managers.

People Management Strategy Development

• Collaborate with the Project Team to develop and implement comprehensive people management plans (English and French) aligned with project goals.
• Work with the People Team to create engagement, retention, and career development strategies for both Claims Helper Managers and Claims Helpers.

Performance Management

• Partner with the People Team to develop performance management processes, including setting goals, providing feedback, and addressing underperformance.
• Support Claims Helper Managers in conducting performance reviews and developing individualized growth plans.
• Monitor team-wide performance trends and identify areas for improvement or intervention.

Training and Development

• Work with the Project Team and People Team to design and deliver leadership and team training programs.
• Provide input into Claims Helper training initiatives to ensure readiness, consistency, and alignment with program standards.
• Facilitate workshops and sessions for Claims Helper Managers to address leadership challenges and share best practices.

Service Delivery Support

• Ensure service delivery standards meet the requirements outlined in the Settlement's Agreement.
• Act as a liaison between Claims Helper Managers and departments such as the People Team or Service Planning and Implementation to address resourcing or delivery challenges.
• Offer ongoing guidance and mentorship to Managers navigating operational or claimant-facing issues.
• Support in-person community sessions as a Session Lead.

Collaboration and Engagement

• Collaborate across teams — including People, Operations, and other departments — to align people strategies with organizational priorities.
• Report regularly to senior leadership on performance outcomes, training progress, and challenges.
• Participate in cross-functional planning to ensure Claims Helper teams are aligned with the broader program vision.
• Build and sustain strong relationships with clients, including regional Liaisons, to promote trust and collaboration.

We're looking for someone with:

• Strong knowledge of Indigenous culture, history, and the impacts of intergenerational trauma.
• Proven project management and people leadership experience.
• Intermediate proficiency with technology and online platforms.
• Excellent communication and interpersonal skills with the ability to present to groups of various sizes.
• Ability to navigate ambiguity, solve complex problems, and scale operational programs.
• Knowledge of Indigenous community governance structures and urban Indigenous networks.
• Ability to travel across Canada with travel approximately 20% of the role. Individual trips may be up to 7-10 days in duration.
• Self-identifying as Indigenous and/or having first-hand knowledge or experience living in and/or working with an Indigenous community will be considered an asset.

At Castlemain, we recognize that the best candidate may not meet all criteria listed above. We encourage all those with relevant experience to apply even if you don't match the posting perfectly.

Compensation

Base Salary Range: $90,000 – $110,000

Company Benefits

• Health, dental, life, and disability coverage
• Employee Assistance Program (EAP)
• Flex Health Spending Account (MyHSA)
• Cell phone benefit
• 3 weeks of vacation (accrued annually)
• All health, dental, EAP, and flex benefits are 100% employer paid

Application Process

Qualified candidates are invited to submit their resume and cover letter, highlighting their relevant experience and interest in this position.

An Equitable Employer

Castlemain is committed to advancing equity, diversity, and inclusion in all its forms — a commitment that enriches our company culture, strengthens the ideas we generate, and enhances the quality of service we provide to our clients.

We encourage applications from Indigenous peoples, racialized communities, women, persons with disabilities, LGBTQ2S+ people, and others from historically marginalized groups.

Castlemain is committed to providing employment accommodations under the Human Rights Code and Accessibility Disabilities Act. If you require accommodation during the recruitment process, please inform us — we will work with you to meet your needs.