Director, Claims Centre
Yorkton, SK
5d ago

Key Accountabilities

Note : This section is not intended to be an exhaustive list of duties and responsibilities other duties and responsibilities may be assigned.

Claims Management

Ensures that customer experience is provided in accordance with established claims customer experience targets and assists in developing customer experience initiatives.

Oversees the processing, investigation and settlement of claims, ensuring that corporate standards and procedures are followed and that claims are equitably settled.

Investigates and provides input on ministerial and head-office inquiries.

Consults with head office / quality control subject matter experts on complex and large value claims.

Approves large loss audits and payments.

Provides technical advice and direction to employees.

Conducts claims reviews and audits.

People Leadership

Understands the importance of building a high performing workforce and actively leads or ensures human resource activities (staffing, change management, workforce planning) are executed to facilitate seamless customer experience and a prepared workforce.

Monitors succession plans to ensure continuous knowledge transfer.

Builds a culture of empowerment and accountability to effectively deliver on strategic vision and corporate strategies, ensuring integration with employee performance development plans.

Drives performance through team members and is committed to leadership development across the company, supporting employees and workforce readiness through mentoring, training and developmental opportunities.

External Relationships

Develops and maintains good working relationships with external contacts, including agents, brokers in Saskatchewan and Alberta, the Saskatchewan repair industry, direct repair partners in Alberta and repair firms across North America, tow firms (particularly in Saskatchewan and Alberta), vehicle storage and disposal firms in Alberta, independent adjusters (particularly in Alberta), law enforcement, fire departments, and / or medical, legal or expert consultants in many jurisdictions across North America.

Develops and maintains good working relationships and effective communication with internal areas outside of the claims branch.

Reviews and negotiates tow rates with tow firms in Regina and surrounding area.

Negotiates legal fee rates with external counsel across North America.

Customer Experience Management

Manages, monitors and evaluates the customer experience, ensuring it meets divisional and corporate expectations.

Provides direction, advice and guidance to frontline employees on complex customer transactions.

Receives and resolves escalated customer inquiries.

Oversees and assists with the delivery of face-to-face, phone and electronic customer interactions.

Branch Administration

Manages and approves employee expenses in compliance with corporate policies.

Manages the branch facility in partnership with Facilities Management.

Corporate Management

Ensures programs and policies are in alignment with corporate and divisional strategies.

Manages risk in area of authority.

Prepares, reviews and / or approves and oversees departmental / divisional budgets; ensures management of budget at appropriate level of leadership.

Prepares decision requests, Minister briefing notes, SGI board items, Crown Investment Corporation (CIC) board items and / or cabinet information and decision items.

Ensures that the Health, Safety and Emergency Management Policy is applied in area of responsibility, including development, implementation and managing of program components specific to departmental health and safety requirements.

Assists in developing and monitoring divisional plans and objectives, ensuring that they are effectively communicated, understood and executed.

Education and Experience

A bachelor’s degree in business administration, commerce or a related discipline or a Chartered Insurance Professional (CIP) designation.

Eight years managerial experience.

Eight years experience in an insurance related field with evidence of continuing professional development.

Knowledge, Skills and Abilities

Leadership skill to foster an environment which motivates and encourages employees to develop and perform to achieve organizational objectives.

Ability to have effective internal working relationships and ability to maintain effective and professional relations with customers, business partners, vendors and others.

Knowledge of the insurance coverages and benefits provided by the auto business policy wordings.

Knowledge of general insurance theory and the principles, practices, methods, and techniques related to the adjustment settlement of claims.

Skill in determining values, depreciation, repair or replacement costs; determining the degree of negligence; and / or determining the extent of quantum in claims of liability.

Knowledge of the corporation’s applicable lines of insurance.

Knowledge of the principles and practices of insurance and claims methods and procedures.

Knowledge of, and skill in the interpreting, The Automobile Accident Insurance Act, The Traffic Safety Act and the Snowmobile Act and related regulations.

Knowledge of the insurance industry.

Knowledge of organizational units and how they interact to support the corporation’s operations.

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