Hybrid Claims Operations Manager

at Securian Canada

• Job title: Claims Operations Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: CA$85,000 - CA$115,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Flux
• Location requirements: Hybrid, Montreal, Canada

About the role

• Claims Operations Manager leading a dedicated team at Securian Canada. Focusing on operational excellence and customer experience across various claims portfolios.

Responsibilities

• Ensure overall governance of claims activities, including policies, procedures, practices and internal controls, in compliance with company standards and Canadian regulatory requirements.
• Lead, coach and engage the claims team by setting clear objectives, monitoring performance and fostering a collaborative and sustainable engagement culture.
• Oversee claims handling, including assessing eligibility and making decisions on complex, unusual or high-risk files as required.
• Maintain excellence in the customer experience by upholding high standards of quality, rigor and service, and by building strong relationships with clients and business partners.
• Manage workloads, authorization levels and operational priorities, responding proactively to fluctuating volumes and unexpected situations.
• Act as a subject-matter expert in claims management and support the team in resolving complex situations.
• Communicate policies, processes and organizational updates effectively to the team.
• Collaborate with internal functions (risk management, business partners, leadership) and act as a point of contact for internal and external audits.
• Analyze performance indicators, workflows and operational reports to identify opportunities for continuous improvement and efficiency.
• Promote skills development and continuous training for employees, and manage performance, including evaluations and salary recommendations.
• Stay informed of industry trends and advise leadership on developments that could impact claims operations.

Requirements

• Post-secondary education in a relevant field (e.g., Bachelor’s degree in Business Administration) or an equivalent combination of education and experience.
• Minimum of five years’ experience in individual or credit insurance and claims management, including people management and performance supervision.
• Strong command of English, required for communicating with clients and colleagues.
• Proficiency in French to communicate with clients and/or colleagues in Quebec.
• Proven leadership focused on results and customer satisfaction.
• Excellent analytical, problem-solving and decision-making skills.
• Ability to remain calm and objective under pressure or in conflict situations.
• Positive team spirit and ability to collaborate with different units across the organization as needed.

Benefits

• Flexible work arrangements with monthly financial allowances to support your work–life balance;
• A generous number of paid time-off days at start, plus additional days off for each year of service;
• One paid volunteer day so you can dedicate time to a cause you’re passionate about;
• Paid personal and wellness days to support your overall well-being;
• Education assistance up to $3,500 per year (subject to manager approval);
• Flexible health and wellness account (in addition to comprehensive prescription drug and dental coverage) to help cover a wide range of wellness services that matter to you;
• Up to 14% combined contributions to the RRSP matching plan;
• Maternity/parental leave for families; and
• Even more benefits and programs.