Director, Claims Property and Claims Customer Experience
Northbridge Financial Corporation
Toronto, Ontario
3d ago

The Power of Together

Join Northbridge, a growing dynamic company that has a long and rich Canadian history in providing innovative insurance solutions to customers nationwide.

Northbridge Financial Corporation is a leading commercial property and casualty insurance company that’s been helping protect Canadian businesses for more than 90 years. We’re 100% Canadian!

We offer a wide range of creative solutions to our customers through our Northbridge Insurance, TruShield Insurance and Federated Insurance brands where we strive to create a fair and friendly culture, upheld by the foundation of our five corporate values : respect, passion, connectedness, creativity, and excellence.

By continually striving to challenge the status quo, and by focusing on helping our customers, we’ve been able to build our reputation as one of Canada’s largest commercial insurance providers.

Be part of a team that’s passionate about making a difference every day, fuelled by our entrepreneurial spirit and where everyone owns a part of our success.

Located in the heart of Toronto’s Financial District, our head office is easily accessible by TTC and GO Transit, and within walking distance to the Eaton Centre and CN Tower.

As a national property and casualty commercial insurance provider, we also have offices across Canada.

Position Summary

The Claims Director is responsible for directing all activities of the claims unit and ensuring efficient, prompt, and courteous service to claimants, insureds, and brokers through the direction and training of the adjusting employees in the investigation, analysis, and settlement of claims.

The incumbent is also responsible for supporting, improving, and directing the client experience during our First notice process.

Lastly, the selected individual is responsible for supporting the development and implementation of best practices and departmental strategies in the achievement of regional goals for customer service, productivity and quality.

What you will be doing :

  • Provide effective leadership, coaching and motivation of property and claims customer experience teams to ensure service and quality objectives are met.
  • Responsible for resource and workload planning and organization.Provide individual and team feedback for the purpose of coaching staff to meet or exceed planned objectives.

    Manage the hiring, development, retention, reward, and motivation of staff in the unit / region.Assist in the training and development of staff, and provide technical expertise and advice regarding products, systems, and processes.

    Complete annual performance objective planning and performance reviews for direct reports and teams.

  • Provide effective leadership, coaching and motivation of National Appraisal Team to ensure service and quality objectives are met.
  • Work with regional senior management in establishing future strategy and plans to ensure team and regional service level goals are met and maintained.

    Responsible for supporting technological initiatives and operational process improvements in the evaluation of auto physical damage claimResponsible for vendor relationships and vendor metrics, including salvage, rental vehicle, and body shop network

  • Ensure the effective operation of our Verasure Business team unit by supporting, coordinating and enhancing workflow and operational procedures.
  • Review and provide feedback on recommendations for improvements to work processes to increase efficiency and / or reduce time and costs.

    Develop and implement strategies for the early recognition and handling of potential fraudulent claims.Ensure that quality initiatives within the claim’s unit and within the company as a whole are implemented regarding the adjusting of claims in order to promote service that surpasses insured and broker expectations.

    Monitor LAE spending to ensure they are within appropriate levels.Collaborate with internal stakeholders such as underwriting, accounting and Actuarial to solve problems and to identify / implement new and better strategies to handle current functions and operations.

    Ensure that senior management are informed of all relevant issues in a timely manner.

  • Responsible to support regional subrogation recoveriesCreate subrogation processes and guidelinesProvide support to each team’s intercompany arbitration officers in order to maximize the utilization and success of this program.
  • Manage client experience by communicating effectively with all parties involved.Ensure that service levels to both internal and external customers are in accordance with company / departmental strategies and initiatives.
  • Ensure that information is provided on a timely basis and is coordinated with other segments of the company’s operations.

    Ensure that insureds / claimants / brokers are fully informed of the status of their claims.Identify, build, develop and manage key client relationships.

  • Direct the development and execution of the corporate and regional business plans, and ensure strategies contribute to corporate objectives.
  • Work with senior management in establishing future strategy and plans to achieve business goals including annual budgets and establishing department targets.

    Maintains a complete knowledge of corporate and regional claims results and ensure these are properly communicated to all unit managers.

    Ensure team and regional service level goals are met and maintained.

  • Direct the accurate and efficient payment of claims in accordance with legislative requirements.Direct the evaluation of exposure based on available information and the establishment and maintenance of appropriate reserves, negotiation, settlement and recovery on claims of all sizes and complexity with a focus on large / complex files.
  • Provide direction to managers and / or supervisors on the evaluation of exposure based on available information and the establishment and maintenance of appropriate reserves, payment or recovery, negotiation, or declination on claims of all sizes and complexityMonitor large / complex losses, providing input and direction as required.

    Review available information and establish, maintain, and recommend appropriate reserves, payments or recovery, negotiation, or declination.

    Provides authority levels for loss and expense payments to assigned personnel according to competence and provide approval above those levels but within position authority.

  • Work collaboratively with Managers and / or Directors on special projects and assignments requiring advanced technical skills and knowledge when required.
  • Other duties as assigned.
  • What we are looking for :

  • Post-secondary school education and / or equivalent on the job experience.
  • Minimum 10 or more years experience in the property and casualty industry
  • Minimum of 5-7 years of leadership experience
  • Working knowledge of the company principles and practices related to claims settlement, policy wordings, insurance contracts, fraud investigations, serious losses and coverage questions.
  • Working knowledge of other functional areas (i.e., Risk Management, Premium Accounting, Underwriting etc.)
  • Ability to work within and adapt to PC oriented environments, including familiarity with e-mail and Internet skills. Advanced knowledge of Microsoft Office.
  • Completion of the CIP / FCIP designation.
  • Fluently bilingual (English / French) is a definite asset (a requirement in Quebec Region).
  • What sets you apart :

  • Demonstrated proficiency and resourcefulness in identifying and analyzing relevant data and defining critical issues and alternatives.
  • Demonstrated communication (both verbal and written) skills to explain processes and terms.
  • Demonstrated negotiation skills.
  • Strong analytical, problem-solving skills, investigative, and decision-making skills.
  • Demonstrated report-writing skills, including an orientation toward detail and precision.
  • Demonstrated ability to plan, organize, and manage multiple demands and changing priorities, and deliver results.
  • Demonstrated ability to provide prompt, efficient, and courteous service to all parties involved.
  • Demonstrated ability to understand and interpret complex insurance contracts and changes in the interpretation as a result of case law or statute.
  • Demonstrated ability to assess liability and understand case law developments in the jurisdiction.
  • Demonstrated commitment to high standards of performance and goals.
  • Able to work with long-term perspective in addressing customer or business area problems / issues
  • What we have to offer :

  • Northbridge Cares program volunteer day and donation matching
  • Generous paid time off, including personal days. Flexible work hours as well as early departure opportunities
  • Flexible Group Benefits Plan medical, dental, insurances
  • Defined Contribution Pension Plan + Optional Group RRSP
  • Northbridge Employee Share Purchase Plan
  • Education Assistance Program
  • Employee Assistance plan
  • Staff Insurance - discount on home, automobile and pet insurance
  • Plus, the opportunity to contribute to the success of Northbridge through sharing your knowledge and experience while learning from others!
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