Director, Claims, Contact Center and Administration

Reporting to the Vice President, iA Special Markets (SM), the Director - Claims, Contact Center & Administration is responsible for overseeing the day-to-day operations of the iA Special Markets Claims, Contact Center and Administration teams. To support and guide those daily activities/teams, the Director will count on more than 30 employees/staff, located in the Vancouver iA office. In conjunction with the other SM Directors, this role will help facilitate the evolving strategic direction of the vision and assist with prioritizing these strategies. The Director will also work closely with all SM departments to ensure the operations of the division and our strategic initiatives are successfully implemented and managed.

Responsibilities

• Provide strategic leadership, guidance and vision for these sectors as well as the division (in collaboration with the senior management team) 

• Ensure the efficiency of all his/her departments workflow and priorities.

• Ensure SLAs are continuously met, and projects are successfully implemented

• Provide guidance to his management team, including settlement of all claims, especially large and/or complex claims

• Define and implement policies, procedures and service standards in line with corporate and sector strategies.

• Provide guidance, control, cost containment and due diligence/governance of the contracting, development and auditing of third-party payors and/or assistance providers 

• Identify and implement operational efficiencies, controls and effective escalation processes in all managed departments

• Assist and guide direct reports with HR issues as needed

• Participate with the VP, and other Directors, in setting ongoing goals, strategies and objectives for the division.  Including the development of strategic plans to grow iA Special Markets profitably through effective management and oversight of administration, contact center and claims functions (both in-house and through third-party payors)

• Liaise/meet with clients/partners/regulators/industry associations as required

• Continuously monitor the legislative and regulatory environments for changes in trends, methodologies and market intel.  Provide guidance accordingly

• Innovate by identifying and implementing improvements in claims management practices, administration and contact center, so that we can maintain and increase our market differentiation.

• Synergize whenever possible with iA GBRS and other iA divisions as needed

• Is responsible for the professional development of their teams by promoting and implementing concrete actions linked to career development and management.

Requirements

• Bachelor’s in business administration, commerce, finance or actuarial; or equivalent work experience

• 10+ years relevant experience in a senior insurance claims adjudication position

• 6+ years in people management.  Preferably a large claims operation

• Proven experience leading high performing teams in a dynamic, diverse and evolving environment

• Ability to solve complex problems with independent decision making

• Proven strategic knowledge, practice and implementation

• Strong knowledge of regulatory environment and market trends

• Must be client service oriented and foster exceptional team work/focus

• Experience and proven track record relating to process improvement and efficiencies (LEAN)