Job Overview

This leadership role contributes to advancing the effectiveness of our insurance operations by directing, planning, and implementing strategies & initiatives to improve Claim’s outcomes & effective controls in the Claims Operations.

As the Director, Claims Operations Effectiveness, you will lead the claims quality strategy, lead improvement opportunities & be responsible for determining management effectiveness over claims handling quality in the Canadian & US Operations. From an operational effectiveness perspective, this role will lead strategies for planning, achieving audit and regulatory excellence for the claims operations as well as evolving a risk & control framework for Claims.

Job Responsibilities

•    Exemplifies alignment of our purpose We are here to look after one another & with Wawanesa’s values: Service, Openness, Fairness, Collaboration, Community
•    Oversees, manages & coaches an engaged & effective Claims QA team, Claims Effectiveness and Operations & Controls team through employee development, performance management & succession planning, to ensure the work environment is respectful, challenging & rewarding, & employees achieve their full potential while contributing to the achievement of Wawanesa’s goals.
•    Leads a team comprised of Manager, Claims Effectiveness & QA specialists, who provide results, coaching, training, & support to the regional team members in the spirit of continuous improvement
•    Leads a team of Operations & Control specialists who focus on effectiveness in controls, regulatory adherence, audit excellence & risk mitigations for the Claims Operations
•    Leads the organization’s strategy around Claims QA including measurement, oversight, tracking, improvements & ensuring all practices are within Wawanesa’s risk appetite while evolving to a best-in-class QA Program
•    Leads the strategy & framework for the Claims Operations to ensure strong operational control governance & reporting for the first line defense as aligned with the three lines of defense model.
•    Owns & evolves the Risk & Control Self Assessment (RCSA) for Claims Operations designing key controls & testing
•    Provides leadership & support for risk identification, assessment, monitoring & testing to support strategic claims handling & the reduction of leakage
•    Supports assessment of the claims organization’s Risk Appetite Framework & suggests new risk appetite statements, targets & limits to drive continuous improvement, & measures & reports the outcomes for claims
•    Owns the vendor relationship for the Claims Quality Assurance tool ensuring upgrades & features are implemented to add value to the ongoing QA process
•    Works to define recommendations to changes in policies & procedures for the technical directors to review
•    Owns the relationship with the regions relating to the communication of results, action plans & issues with respect to Operations Effectiveness
•    Leverages data & metrics to support our ability to deliver industry best outcomes, superior customer service, and consistency in reserving practices & claims settlements

Qualifications

•    Ten years Property & Casualty experience an asset with ten or more years in a leadership role.
•    University Degree or College Diploma in Business or another relevant discipline
•    Completed CRM, CIP &/or equivalent Property & Casualty industry designation.
•    Ability to provide leadership, vision, & direction for an effective, efficient, & consistent evaluation & management of strategic & other significant risks for the claims organization.
•    Internal/External Audit, Regulatory, Compliance or Risk background or experience dealing with regulatory, audit & compliance issues for Claims
•    Strong business acumen with excellent analytical & problem-solving skills with the ability to recognize & identify critical issues.
•    Demonstrated experience in anticipating emerging issues & proactively working with appropriate internal & external stakeholders to mitigate business risk exposure.
•    Strong influencing skills with ability to effectively collaborate across the business to build a strong risk culture.
•    Excellent communication skills & ability to advise the leadership team on complex, cross-functional issues & decisions that impact the organization’s ability to effectively manage its risk exposure.
•    Strong leadership skills & proven ability to create a high-performing employee culture.