Director, Claims Operations (Auto PD & Appraisal)

at  Intact

Our employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you’re bringing this purpose to life alongside a passionate community of experts.
Feel empowered to learn and grow while being valued for who you are– here, diversity is a strength. You have our commitment to support you in reaching your goals with tools, opportunities, and flexibility. It’s our employee promise.
Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.
Read on to see how you can shape the future, win as a team, and grow with us.

ABOUT THE ROLE

We’re looking for a Director, Claims, to join our growing team!
As a Claims Director, you will have a big impact on the achievement of overall regional objectives and initiatives with a strong focus on the expansion of the Auto Property Damage Adjusting and Auto Appraisal teams. You will work collaboratively with the claims leaders to ensure quality claims management is in line with company standards. The successful candidate will also be responsible for driving performance, employee engagement, efficient and effective work processes, quality service and ensuring a positive claims journey.
The Claims Director reports to the Vice President, Atlantic Claims & is a key member of the Atlantic Claims Management Team.
This position can be based in any of the following Atlantic offices: Dartmouth NS, Dieppe NB or St. John’s NL.

WHAT YOU’LL DO HERE:

• Create and communicate vision for the team in support of the Atlantic Auto team vision and engage employees in the outcome.
• Lead and motivate a large team of employees, including Claims Managers and Unit Claims Managers.
• Lead, engage and inspire the team - develop opportunities for career pathing; identify and develop emerging leaders; direct and assist managers with the creation and achievement of employee engagement action plans.
• Oversee the recruitment and development of staff in the department.
• Participate in the establishment of objectives included in the business plan and implement required structures in order to realize regional claims objectives in line with business strategies and to support Intact Financial Corporation’s key priorities.
• Develops departmental objectives within Operations (including Total Loss, Telephony, Cycle time and Salvage). Clearly conveys all such goals, action plans and status updates to managers and employees.
• Establish and refine best practice workflows. Establish procedures and communication plans with the other leaders to ensure that workflows and business practices are executed consistently and accurately in all regional offices.
• Prepare and follow up on operational budgets by setting expense ceilings in line with targets.
• Develop and implement strategies and tactics to achieve our overall KPIs and targets.
• In collaboration with Work Force Management, build strong planning boards to optimize service and file management time for adjusters. Generate innovative ideas and challenge the status quo to bring enhancements to the schedules.
• Enforce Telephony, Workforce Planning/Schedule, relief and development by identifying the need for resources required to maintain set service levels and productivity benchmarks.
• In collaboration with regional managers, participate in development/implementation of claims projects that work towards improving/maintaining quality standards, process improvements and superior service.
• Ensure adjusters maintain quality work standards in collaboration with corporate services, by managing control results, both on a quantitative and qualitative level; ensure the Closed File Review, Interval File Review and Quality Call process is completed and any necessary changes are made.
• Participate actively in strategic projects and present to senior executives.
• Provide effective indemnity and legal expense control, proper reserving practices, creating operational efficiencies and delivering on Key Performance Indicators (“KPIs”).

Working here means you’ll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

• A financial rewards program that recognizes your success
• An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased
• An extensive flex pension and benefits package, with access to virtual healthcare
• Flexible work arrangements
• Possibility to purchase up to 5 extra days off per year
• An annual wellness account that promotes an active and healthy lifestyle
• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs
• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities
• Inspiring leaders and colleagues who will lift you up and help you grow
• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique