Job Description
Work is a big part of our lives, so it makes sense to choose a company that offers truly rewarding work. At Economical Insurance®, your contributions, creativity, and energy won’t go to waste. Our passionate culture and pioneering mentality infuse everything we do, which is why our one-million-plus policyholders know we’ll protect their homes, businesses, farms, cars, and pets like they’re our own.
We’re not afraid to see how far we can push the envelope to make insurance better. Our family of companies includes Sonnet, the only Canadian home and auto insurer offering a fully online buying experience, and Petline, the largest Canadian pet insurance company. We’re also preparing to become a publicly traded company, a once-in-a-lifetime career opportunity for everyone who joins our team.
If you’re looking for a company that takes care of its people — and its customers — and has a track record of doing big things, get ready to love it here.
The Claim Customer Care Centre Director is responsible for the strategic planning and execution of all Claims Care Centre (FNOL, Fast Track[LZ1] , Inquiry Queue, Claims Assistant teams for Auto and Property personal and commercial lines) operations from the moment of customer incident through to the initiation of adjustment of the claim. This Director will provide strong, dynamic customer-centric leadership that creates a culture of service, dedication, empowerment, proactivity, ownership, innovation and continuous improvement
What can you expect in this role?
- Drives the execution of Economical's Claims' value proposition in the Customer Care Centre, leveraging the claims strategic pillars of superior customer experience, engaged workforce, effective indemnity management, scalable and efficient operations and supply chain management
- Delivers the roll out and sustainment of the Claims Transformation Program leveraging program leadership capability, team resources, organizational knowledge, metrics and insights
- Institutes strategies to integrate new and emerging capabilities, including behavioural economics and digital innovations
- Identifies, analyzes and communicates metrics and outcomes across the operation and division to drive customer experience and financial performance
- Proactively identifies and raises opportunities and initiatives to appropriate leaders to help drive consistency in the quality of customer experience across points of interaction; supports the development of initiative action plans at an enterprise and division level
- Identifies, analyzes and communicates metrics and outcomes across the operation and division to drive customer experience and financial performance
- Develops and maintains a best in class claims operation team, including effective recruiting, on-boarding, coaching, training, recognition, workflow efficiency, performance standards, delineation of duties and responsibilities, staffing levels and supervision
- Identifies opportunities and needs for workforce learning and development, and addresses competency and capability gaps
- Provides input into strategic workforce management for customer experience resources, including resource planning, retention management, succession management, employee relations management, etc., as well as informing and appropriately leveraging Economical's recruiting strategy
- Collaborates with cross-functional claims leadership and teams to address opportunities for improved indemnity and financial performance
- Establishes and administers annual department budget to attain business goals with operational stability
- Proactively interacts and problem solves with all claims adjusting teams to deliver holistic end-to-end best in class customer experiences and financial outcomes
- Communicates Care Centre strategies and outcomes across the enterprise to ensure awareness, buy-in, risk mitigation, and alignment, including but not limited to customer, people, process and technology results
- Partners with other customer-facing departments to define and implement Customer Experience strategies and initiatives
- Promotes enterprise continuous improvement initiatives and change, building buy-in among direct reports, broader team and key contacts across
What do you bring to the role?
- University degree in a related field of study (e.g., Business, Psychology, Marketing, etc.)
- 8-10 years of customer experience, innovation, call Centre operations experience in insurance or a related field (e.g., Financial Services, Brokerages), with 2-5 years of management experience leading a team of customer experience professionals, delivering high quality, cost effective services in a claims customer service environment
- 7+ years’ experience in claims adjudication experience, preferably in Auto physical damage or Property claims
- Strong customer and team orientation, with ability to engage and collaboratively problem solve
- 5-7 years of leadership experience, with the ability to build and maintain effective relationships with peers and senior leadership
- Exceptional communication skills
- Natural ability to influence and to engage, persuade, and operate with senior leaders
- Ability and desire to work at both the strategic and tactical levels with proven success at developing integrated digital businesses from strategy through execution
- Naturally curious, proactive and driven to succeed; embraces challenge and uncertainty with calmness and resiliency
- Experience leading through change and transformation, not afraid of some ambiguity
- Track record in implementing digital platforms, migrating to new technologies and increasing customer experience and conversion rates
- Advanced analytical skills with ability to interpret trends and data, making informed projections/assertions; and translating these trends into operational actions to achieve or exceed targeted KPIs
- Deep understanding of claims operations and indemnity management to successfully execute change
- Proven understanding of technology and delivery systems
- Strong quantitative analysis, conceptualization, and problem-solving skills
- Knowledge of emerging industry trends and best practices across in customer experience management across multiple channels
This role requires successful clearance of a background check (including credit & criminal checks)
We also take potential into consideration. If you don’t have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter.
Go ahead and expect a lot — you deserve it.
We offer:
- Competitive salaries, with potential for an annual raise and bonus
- Pension and savings programs, with company-matched RRSP contributions
- Generous time away, including vacation and personal needs days
- Paid volunteer days and company matching on charitable donations
- Educational resources, tuition assistance, and paid time off to study for exams
- Two annual wellness campaigns — participants earn up to $300 each year to spend on almost anything supporting health and work-life balance (think things like spa days, daycare, pet grooming)
- An unlimited employee referral bonus program
- Discounts on products and services
HOW TO APPLY
To complete the online application process, you’ll need to upload your resume and cover letter in one document. The posting will close at midnight on the deadline date; in order to successfully apply, please ensure your application is submitted by 11:59 p.m. the day before the deadline.
Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting: hrsharedservices@economical.com.