Head of Auto and Retail Claims

The Opportunity

Are you looking for a caring, collaborative, values-driven workplace with inspiring teammates and leaders? Do you have the ambition and desire to be the best and thrive at the most impactful global insurance provider in the world? Look no further than Zurich Canada.

If you have leadership experience in Auto and Retail Claims and are looking for a new challenge, we would love to hear from you.

Zurich Canada is currently looking for a Head of Auto and Retail Claims to lead the development and implementation of the strategic direction for claims management across commercial and personal auto and small-to-medium sized business areas.

In this leadership role, you'll be responsible for driving operational effectiveness, cultivating a culture of technical excellence and service, and developing strategies to enhance claim outcomes and customer satisfaction. Reporting to the Chief Claims Officer, you will partner with internal business units, brokers, and clients to align claims strategies with Zurich's broader business objectives.

This is a unique opportunity to build your knowledge and experience for the future in a supportive environment where your voice matters.

This posting is for an existing vacancy.

Zurich Canada uses artificial intelligence–enabled tools to support certain aspects of the recruitment process, including the initial review and screening of applications. Artificial intelligence is not the sole basis for candidate shortlisting or selection. All hiring decisions are reviewed and made by qualified hiring professionals.

Zurich follows a hybrid work model requiring three days per week of in-person presence, which may include time in the office or market-facing engagements.

What you will do:

• Lead the overall operational and financial performance of assigned business units.
• Interpret market trends and commercial drivers to develop and sponsor business cases for complex initiatives and strategic projects.
• Analyze loss and severity trends and implement strategies to mitigate financial exposure and improve claims outcomes.
• Develop and maintain policies and governance frameworks ensuring compliance with existing and emerging regulations.
• Create and execute strategic plans to improve process efficiency, technical excellence, and customer experience.
• Partner with underwriting and product development teams to provide claims insights and support business growth initiatives.
• Manage internal and external stakeholder relationships, including brokers, customers, and vendors, to maximize satisfaction and retention.
• Serve as a thought leader by identifying emerging risks, regulatory trends, and opportunities that shape Zurich's claims strategy for the future.
• Lead and develop a high-performing claims team—setting objectives, coaching talent, and fostering a culture of accountability and collaboration.
• Oversee complex change management initiatives, aligning projects to broader business goals and Zurich's strategic priorities.

What you bring to the table:

Required:

• Bachelor's Degree and 10 or more years of experience in the Claims area.
• 6 or more years of management experience with a proven ability to lead teams and deliver operational results.
• 6 or more years of insurance or litigation experience.
• Customer service and negotiation experience.
• Strong collaboration and relationship management skills across multiple work groups.
• Proficiency in Microsoft Office tools.
• Experience working with loss trends, severity data, and developing mitigation strategies.
• Ability to travel up to 50%.

Preferred:

• Industry designations such as AIC, SCLA, or CPCU.
• In-depth knowledge of claims handling, legal statutes, and insurance regulatory frameworks.
• Strong analytical and problem-solving skills, with experience interpreting financial and operational data.
• Excellent communication skills and the ability to influence senior stakeholders.
• Experience managing vendor relationships and implementing performance metrics.
• Advanced Degree (MBA, JD, or related field) considered an asset.
• Proficiency in French is an asset

Our Culture

• At Zurich, we are proud of our culture. We are passionate about Diversity, Inclusion, Equity and Belonging (DIEB). We want you to bring your whole self to work, and we want our employees to be reflective of the communities in which we live and work. Our DIEB initiatives are creating an environment where everyone feels welcome.
• We have a collaborative culture where diversity of thought is valued. We value your input and strive to give our employees the tools they need to make an impact.
• We care about our employees' well-being and offer a comprehensive health and benefits plan with varying levels of coverage to suit your needs, along with a competitive total compensation package.
• We understand how important it is to rest, recharge, and do the things you love. At Zurich, all employees receive a minimum of four weeks of vacation per year to do just that.
• We also understand that employees require time off for personal reasons — whether it's an appointment during the workday, a cultural or religious holiday, or a mental health day. Zurich employees receive four personal days per year to be used at their discretion.
• We are committed to continuous improvement and offer access to a comprehensive range of training and development opportunities.
• We care about our communities. Our communities are where our customers, people, and shareholders live and work. While we can be proud of Zurich's contribution to society through our core business of insurance, we also give back to our communities through our time, talent, and resources.
• We have won numerous awards for our workplace culture. We are proud to be one of Greater Toronto's Top Employers and to have received Insurance Business Canada's 5-Star Diversity, Equity and Inclusion Award.

Make a difference. Be challenged. Be inspired. Be supported. Love what you do. Work for us.
About Us
Zurich Canada is part of the Zurich Insurance Group, a multi-line insurer with approximately 55,000 employees worldwide serving customers in global and local markets. Zurich Canada has been a leading insurance provider serving mid-sized and large companies, including multinational corporations, in the Canadian commercial market for 100 years. With over 650 employees in offices across the country, Zurich offers the global strength of a top insurance provider combined with in-depth knowledge of industries and local markets. Zurich Canada aspires to be risk management professionals' first choice as their premier partner to help meet the risk challenges of today and tomorrow. Read more