Manager, National Claims - Programs

Job Overview

The Claims National Programs role is responsible for providing strategic and operational leadership for claims services across National Programs. This position supports Wawanesa’s commitment to delivering a consistent and exceptional claims experience by leading the National Programs claims team in the achievement of key corporate objectives and customer service standards.

Job Responsibilities

• Provide strategic leadership and direction to support the National Programs claims teams, with a focus on creating tailored claims handling programs to meet the needs of our program clients and broker partners through property and liability.
• Collaborate closely with Commercial Lines – National Programs team to support management and growth of existing accounts and contribute to new business development through advocating the value-added claims value-proposition and insights.
• Lead change initiatives and foster a culture of continuous improvement, innovation, and adaptability within the team.
• Act as a key claim’s liaison for program accounts and brokers, ensuring alignment on service expectations and delivering consistent, high-quality member experience.
• Deliver timely and insightful reporting on claims activity, trends, and emerging risks to support program profitability and strategic decision-making on existing accounts.
• Provide timely and proactive communication with the claims teams and ensure they can in turn effectively respond to all inquiries in a timely and professional manner.
• Provide proactive communication and technical guidance to the claims team, ensuring they are well-equipped to respond to inquiries professionally and accurately, while supporting them in the interpretation of policy wordings and coverage.
• Oversee the handling of Property and Casualty claims across a range of complexities, including large loss files, ensuring timely, fair, and accurate resolution.
• Contribute to employee development and performance management through effective feedback and coaching on the development of skills and competencies.
• Achieve key metrics targets by organizing, monitoring workflow and setting priorities to ensure maximum efficiency and productivity as guided by corporate policies, procedures and business plans.
• Provide guidance and support to leaders and adjusters in the review and interpretation of policy wordings and coverage.
• Utilize reporting to monitor and address emerging trends in the areas of reserving, severity and the external environment
• Lead a performance culture framework and review processes to achieve service levels, recommending improvements with a focus on departmental productivity targets.
• Ensure compliance with corporate reporting standards.
• Remain current in legislative changes, industry and competitive market trends to support process improvements and exceptional claims handling.

Qualifications

• Minimum of 5 years Property and Casualty industry experience, with knowledge and experience in a national program-based environment with a minimum of 2+ years of people management experience.
• Exceptional customer service skills demonstrating empathy and concern for member satisfaction.
• Excellent communication and interpersonal skills, with the ability to communicate at the right level for the audience.
• Highly proficient time management and organizational skills, with the ability to prioritize work in a fast-paced, changing environment. 
• Strong knowledge of policy wordings across all lines of business, as well as corporate guidelines, policies, and procedures-depth knowledge of policy wordings across all lines of business, as well as corporate guidelines, policies, and procedures.
• Proven ability to coach, guide, and positively motivate employees to achieve individual and team objectives.
• Excellent investigative, negotiating, and analytical skills.
• College Diploma or University Degree (relevant experience may be considered in lieu of formal education).
• Chartered Insurance Professional (CIP) designation or equivalent Property and Casualty insurance industry designation.