Hybrid Director, Claims Operations

at Securian Canada

• Job title: Director, Claims Operations
• Job type: Full Time
• Experience level: Lead
• Salary: CA$120,000 - CA$160,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Waterloo, Canada

About the role

• Director overseeing claims operations for the creditor portfolio at Securian Canada. Driving performance, talent management, and service excellence in insurance claims operations.

Responsibilities

• Lead accountability for operational performance of Securian Canada’s creditor claims business and other insurance claims operations areas, as required, including design and execution to ensure operational excellence, claims management quality, client service standards and key performance indicators. Undertake appropriate action to correct operational performance issues in a timely manner;
• Be responsible for talent management efforts for the creditor claims business, and other insurance claims operations areas, as required. Includes monitoring and making recommendations on staffing compliments, conducting mid-year and annual performance reviews, determining promotions, salary adjustments, annual bonuses and managing performance management discussions. Support the learning, growth and development of employees;
• Review and report on operational performance of insurance operations portfolio;
• Address and leverage for design and planning all escalated client and customer service delivery concerns to support service delivery excellence, including participation in client remediation meetings with identified stakeholders (client, broker / consultant, sales, account management);
• Monitor ongoing workload and/or caseload sizes and adjust workloads as required, to ensure operational performance metrics, service standards and key performance indicators are met;
• Review and assess claim file referrals and design and implement improvements, as required;
• Liaise and partner with IT, Risk, Underwriting, Legal, Compliance, Fraud, Finance, Sales, Account Management, Data Analytics and Vendor Management Departments, as required, to address and solve for all claims related issues, including complex claims issues;
• Support future state improvements to IT systems, including decision making on business priorities, processes, UAT and deployment;
• Manage vendor partnerships, service delivery performance issues, as well as contracting requirements, including performance of contracted third parties;
• Explore new vendor partnerships as required, to improve claims management and business outcomes;
• Maintain talent pipeline and oversee the attraction and retention of claims operations colleagues;
• Engage team through communicating business updates, reviewing operational performance and driving continuous improvement;
• Support the growth and development of Securian Canada's business by participating in new client RFP's, broker / consultant meetings, finalist presentations, new client implementations and post-implementation client meetings, as required;
• Oversee external third-party audits together with Securian Canada’s Quality Assurance Department;
• Lead and / or support other special projects, as required.

Requirements

• Bachelor’s degree or higher in Kinesiology, Physiotherapy, Psychology or Health Sciences preferred;
• 10+ years of experience in claims operations leadership, client management, and talent management, with a proven ability to drive business results, develop talent and drive continuous improvement as well as service delivery excellence;
• Deep subject matter expertise in insurance claims administration operations, contract interpretation, data analytics and client reporting;
• Excellent written and oral communication, problem solving, organization and decision-making skills;
• Strong customer first service delivery focus and business acumen;
• Advanced ability in working in a fast-paced agile and ambiguous business environment;
• Advanced experience in building strong business relationships internally and in the market, including with vendor partners;
• Demonstrated ability to work collaboratively within a matrix enabled team environment using multiple internal and external resources appropriately and efficiently;
• Ability to enhance Securian Canada’s brand and market reputation through best-in-class service delivery performance;
• Keen learner who seeks continuous development, values personal growth and leverages strengths and addresses constructive feedback to facilitate professional development;
• Assured self-starter who exhibits confidence, maturity and ability to meet deadlines and work under pressure in a changing, dynamic environment;
• Strong proficiency in English for communication with customers and colleagues;
• Strong proficiency in French for communication with customers in Quebec.

Benefits

• Flexible work arrangements with monthly financial allocations to support your work-life balance;
• Generous starting paid vacation time, plus additional vacation days for every year of service;
• Paid volunteer day so you can dedicate time to a cause you are passionate about;
• Paid personal and wellness days to support your total wellbeing;
• Educational assistance of up to $3,500 a year (with approval from your manager);
• Flexible health and wellness account (in addition to comprehensive drug and dental coverage) to help pay for a wide range of wellbeing services that are meaningful to you;
• Up to 14% of combined contributions to the RRSP matching program;
• Family-friendly maternity/parental leave and many more benefits, perks and programs.