Manager, Insurance Operations

• .5–7 years in auto captive finance operations with exposure to insurance claims, deficiency management, and refunds.

• 2–3 years leading teams or vendor‑managed workflows (SLA management, monthly business reviews, remediation plans).

• Hands‑on experience collaborating with IT and Collections/Recovery.

Education & Certification:

• College/University degree in Business, Finance, Operations, or related discipline (ideal); High school diploma (must).

• Training in claims processing, negotiation, and collections/recovery operations

• Proficiency/advanced user training in LOS and V8 systems; intermediate‑to‑advanced Excel (analytical reporting).

• Bilingual English/French preferred when supporting Canadian customers; English only is good if experience matches.

Knowledge, Skills, & Abilities:

• Subject‑matter expertise in auto lease agreements and conditional sales contracts; ability to reference sections relevant to claims/deficiency workflows.

• Advanced proficiency in LOS/V8; solid Excel for KPIs, reconciliation, and trend analysis.

• Vendor management and SLA governance; ability to lead monthly reviews and drive measurable improvements.

• Data integrity mindset; collaborate with IT/OE to ensure correct, clean files (e.g., lease key) and reliable reporting.

• Operational orchestration of outreach channels (dialer, SMS, email) and conversion tracking for deficiency closure

• Strong customer interaction skills; manage inquiries, conflicts, and complaints effectively.

• High emotional intelligence, prioritization, and the ability to work through ambiguous situations; effective knowledge transfer and cross‑team collaboration.

• Familiarity with anti‑fraud practices and adherence to HCCA information security policies

Hyundai Capital Canada Inc. is committed to acknowledge applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

This posting is for an active, existing vacancy. Hyundai Capital Canada is currently hiring for this role and applications are being reviewed as part of a live recruitment process.

Who We Are\: Hyundai Capital Canada (HCCA) is the Canadian captive finance business for Hyundai Motor Group. We go to market under the service brands Hyundai Motor Finance, Kia Finance, and Genesis Finance. Through a network of over 450 Hyundai and Kia dealerships nationwide, we provide indirect vehicle financing and leasing solutions to consumers and commercial customers.

Employee Value Prop and Culture\: Our employees contribute every day to a culture that is fast-paced, dynamic, energized, agile, and collaborative. From our various employee programs to the unique design of our offices, we strive to foster a connected, fun, positive, and rewarding company culture where employees feel appreciated for their contributions, proud of their company, and passionately invested in HCCA's success.

Global One Company\: Many countries. One identity. Hyundai Capital has offices worldwide, including South Korea, the United States, China, the United Kingdom, Germany, and Brazil. Our work environments are designed with specific themes to achieve a consistent global identity that reflects our values\: simplicity, collaboration, elements of nature, and symmetry.

Duties & Responsibilities:

1.     INSURANCE CLAIMS MANAGEMENT & REFUNDS:

• Manage relationships with insurers; oversee total loss claims from POL request through payment posting

• Enforce and monitor internal SLAs and maintain complete records for reporting and reconciliation

• Validate and approve total loss refunds; escalate anomalies and drive root‑cause resolution

• Coordinate and report on credit life claims volume, cycle time, and recovery rate

2.     INSURANCE DEFICIENCY & REPOSSESSION COORDINATION:

• Own insurance deficiency strategy\: VIN tracking, segmentation, and outreach (dialer, SMS, email) to close gaps

• Ensure data integrity of i2iQ files with IT (active accounts only; use of lease key to prevent duplicates)

• Partner with DM to assign accounts for repossession when appropriate

• Produce channel‑level performance metrics (connect rates, conversions, cycle times) and drive continuous improvement

3.     ANCILLARY PRODUCTS CANCELLATIONS & VENDOR GOVERNANCE:

• Oversee ancillary insurance/warranty cancellations and rebates; validate submissions and track refund timeliness/accuracy

• Establish, monitor, and enforce vendor SLAs; conduct monthly reviews and implement corrective action plans

• Lead readiness and execution to bring operations in‑house where beneficial; document SOPs and controls

4.     REPORTING, COMPLIANCE & PROCESS EXCELLENCE:

• Publish monthly insurance operations reports (claims, deficiency, ancillary) with KPIs, trends, and insights for leadership

• Maintain policy adherence, and coordinate audits and vendor attestations

• Drive Lean improvements and collaborate with OE on maximizing automation of back‑office processes

• Coach cross‑functional teams on insurance processes; enable knowledge transfer and consistent customer handling

5.     PEOPLE LEADERSHIP & COACHING:

• 1\:1s, QA feedback, skills development (negotiation, EQ, due diligence), schedule and performance management, aligned to insurance operations.