Director, Auto Claims - Operations

Job Overview

The Director, Auto Claims- Operations directs and oversees Auto Claims Teams across Canada. The Director reports to the VP, Auto & Property and leads the Auto Claims teams in achieving consistent and stable outcomes.  The role focuses on delivering excellent customer service, driving proactive results, and championing continuous improvement for Brokers on escalated issues as they arise. 

Job Responsibilities

• Oversees and coaches claims leaders to ensure the work environment is respectful, challenging and rewarding and employees are maximized to their full potential while contributing to the achievement of Wawanesa's goals.
• Effectively manages and leads teams within a matrix reporting structure, fostering clear communication and collaboration across regions and functions, while utilizing various methods to keep all team members informed and engaged, ensuring that information is shared effectively. 
• Collaborates closely with the Auto Strategy Director to implement and sustain technical strategies, training, policies and procedures that align with Wawanesa’s goals and objectives, ensuring the delivery of exceptional service and outcomes for our members.
• Works collaboratively with auto appraisal management and vendor performance to meet or exceed national performance metrics.
• Identifies and analyzes business needs and champions initiatives for the Personal and Commercial Auto Claims business lines while ensuring appropriate change management is in place.
• Oversees, monitors, and enhances Wawanesa’s member experience by executing initiatives that improve member loyalty and satisfaction by leveraging data and metrics to support our ability to deliver industry-best outcomes and consistently deliver superior member experience.
• Stays abreast of industry, regulatory and company changes or trends as they relate to the insurance industry and adheres to all statutory and regulatory requirements, fair claims practices, and local compliance requirements.
• Ensures roles and responsibilities are clearly defined and understood by team members and fosters a positive culture that encourages team members to contribute effectively to regional objectives and activities including supporting broker relationships.
• Prepares and monitors budget for assigned area and monitors expense trends. 
• Oversees and ensures achievement and maintenance of all claims processing standards within established guidelines delivering consistent and stable results.
• Continuously assesses and improves the effectiveness of the matrix structure, making necessary adjustments to ensure optimal performance and achievement of regional and organizational goals.
• Manages other responsibilities and projects as they arise.
• Other duties as assigned. 

Qualifications

• Ten years of Auto Claims experience with three years in a leadership role.
• Post-secondary education, and/or completed CIP or equivalent Property and Casualty industry designation.
• Excellent leadership skills with the ability to influence and gain respect, credibility, and confidence from others.
• Ability to make excellent and well justified decisions in complex and high-pressure situations.
• Ability to develop and implement comprehensive plans and solutions bridging complex issues that span across time.
• Strong business acumen with excellent analytical and problem-solving skills with the ability to recognize and identify critical issues.
• Excellent interpersonal, presentation and communication skills with the ability to effectively convey ideas in a persuasive and eloquent manner.
• This is a hybrid role with time expected in the closest office as well as remote work- some travel will be required.
• Strong MS Office skills