Reporting to the Senior Manager, Sharing Economy Claims, the incumbent is accountable for the development, implementation and monitoring of Economical's technical claims standards, policies, procedures and audits for the Claims Sharing Economy business line in addition to the processes and systems that support these. The role will also support Sharing Economy Claims areas of the business that handle injury claims for Accidents Benefits and Bodily Injury to oversee and provide support, leadership, direction and guidance on quality, performance and productivity for claims handling across Canada. The components of quality control will include conducting file reviews, supporting internal and external audit events and providing technical training & trending analysis of the Accident Benefits & Bodily Injury portfolio, with a special focus on APD.
Your Responsibilities
Claims Oversight & Audit:
- Conduct audits of APD, AB, and BI Sharing Economy claims.
- Provide actionable insights and guidance to leaders on performance management, recurring issues, and remediation strategies.
- Manage internal and external resources supporting audit and quality assurance activities.
- Support the setup of audit events and prepare summaries and presentations for senior leadership and clients.
- Guide and lead reporting analyst responsible for large loss claims report to the client.
Client Engagement & Relationship Management:
- Serve as an important point of contact for client interactions, ensuring a high level of service and responsiveness.
- Provide training to Sharing Economy clients on the AB and BI claims landscape across Canada.
- Clearly articulate legal principles, explain claim file strategies, and respond to client inquiries regarding large loss claims.
- Manage escalated complaints, including those from clients and Customer Dispute Resolution center, and support team leaders in resolution strategies.
- Attend large loss meetings on behalf of the Sharing Economy team and liaise with adjusters managing high-severity claims.
Strategic Advisory & Process Improvement:
- Provide consultative services on claims file management, process effectiveness, and risk controls.
- Recommend and influence changes to policies, guidelines, and best practices.
- Deliver technical training and support to leaders and adjusters to enhance operational capabilities.
Cross-Functional Collaboration:
- Partner with Underwriting on new client offerings to ensure alignment with claims capabilities and risk appetite.
- Collaborate with the Pricing team to analyze claims trends, internal/external factors, and cost drivers.
- Work closely with Vendor Management, Data & Analytics, and Quality & Governance teams to ensure integrated and data-driven decision-making.
Performance Monitoring & Innovation:
- Monitor AB and BI claims and provide insights and recommendations to senior leaders in the Sharing Economy portfolio.
- Support the Senior Manager in analyzing data, metrics, and productivity to identify opportunities for improvement.
- Lead and contribute to projects that drive operational efficiency, innovation, and sustained performance.
- Guide leaders on implementing new initiatives and embedding change management strategies.
Your Skills and Experience
- University Degree in any discipline OR a two year diploma from a provincially recognized and funded community college in a relevant field of study.
- Minimum 5 years Accident Benefits or Bodily Injury adjuster experience.
- Advance BI technical knowledge considered a strong asset.
- CIP and licensed provincially is a strong asset.
- Previous leadership experience is required.
- Collaborative approach, exceptional at coaching and mentoring, great problem solver, innovative thinker who can challenge the status quo. Strong written and verbal communication skills. Strong organizational and time management skills.
- Bilingualism is an asset.
Salary Range: $77,100 - $142,000
