Team Leader, Sharing Economy Claims - Definity, Waterloo

The Opportunity

This is an exciting leadership opportunity for a customer-focused claims professional to lead, coach, and develop a team of Claims Contact Advisors while driving operational excellence and delivering exceptional customer experiences. In this role, you will leverage your claims expertise to improve service levels, data quality, process efficiency, and financial outcomes through performance management, coaching, analytics, and cross-functional collaboration. Ideal candidates bring claims or contact centre experience, strong communication and leadership skills, and a passion for developing talent in a fast-paced, customer-centric environment.

Responsibilities

• Provide guidance, on-the-job training and technical instructions to assigned staff relative to performance, productivity, personal conduct and adherence to processes and corporate policies and procedures.
• Coach and develop the team to improve customer experience and minimize leakage through efficient and accurate data capture and keying in claims system.
• Conduct regular huddles to motivate, listen, engage, exchange ideas and solve problems with the team.
• Conduct audits and regularly review KPIs and metrics to identify opportunities for improvement; direct and coach CCA’s in areas for improvement.
• Actively resolve customer issues and concerns.
• Regularly review customer feedback, complaints and other data to identify root cause issues and establish workflows to improve the experience.
• Ensure service levels are met through ongoing and active monitoring of shift adherence, unplanned absences and active collaboration with Work Force Optimization.
• Identify and execute methods of increasing preferred vender use through coaching, call listening, peer sharing of best practices, etc.
• Regularly review CCA’s work product (data quality) for identification of coaching and improvement opportunities.
• Assist with the selection of staff, and make recommendations for new hires.
• Provide feedback to advance analytics, fraud, subrogation and other support areas on needs of operation to improve overall claims financial management.
• Work with foundational support services - workforce optimization, analytics and reporting, learning and development, continuous improvement, vender management, human resources - to drive operational improvements.

Requirements

• 2-3 years claims adjusting experience or contact centre experience.
• Strong insurance knowledge applied across a range of claim types, both personal and commercial.
• Previous leadership experience preferred.
• Strong verbal and written communication skills.
• Able to work independently, and manage effectively in a fast-paced environment.
• Excellent organizational, negotiation, analytical and interpersonal skills.
• Claims system expertise - Claim Centre (InsureCloud) and CDS.
• Advanced skills in MS Excel and MS Word.
• Experience within Accident Benefits or Casualty Claims is an asset.
• Fluently bilingual in French is an asset.

Perks and Benefits

• Hybrid work schedule for most roles.
• Company share ownership program.
• Incentive Program - Eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
• Pension and savings programs, with company-matched RRSP contributions.
• Paid volunteer days and company matching on charitable donations.
• Educational resources, tuition assistance, and paid time off to study for exams.
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents.
• Wellness and recognition programs.
• Discounts on products and services.