Content Claims Operations Manager

Content Claims Operations Manager at Crawford & Company (Canada) Inc.

Edjuster offers complete digital solutions for all types of contents claims, from support services to tools like our own valuation platform, Exclaim. A contents claim is a claim for the loss or damage of personal belongings, and are most commonly caused by theft, water, fire and other perils.

We are currently recruiting for a Content Claims Operations Manager to join our team remotely in Canada. The position location is flexible, and we can offer in-office, hybrid or fully remote working arrangements.

The successful candidate will oversee In House / Desk Content Claims Specialists and Claims Assistants and ensure the timely completion of all claims while maintaining quality and company standards and guidelines.

The salary range is $65,000 to $98,000 annually.

Responsibilities

• Direct and oversee the quality and completion of all in house / desk claims from assignment to completion in accordance with edjuster Performance Excellence Guarantee.
• Workforce management of current workloads to ensure staffing levels are appropriate and forecasting for future changes while providing recommendations for appropriate staffing levels (both increasing and decreasing).
• Assess overall employee and department performance including all quality reviews and productivity standards, identifying trends and providing regular reporting to VP of Operations.
• Mentor Desk / In-house employees in the handling of complex claims (ex. hoarder, commercial, and high end, etc.).
• Identify training needs and provide ongoing training and support to all new and existing desk/in-house employees.
• Coordinate with the Training Manager and Team Leads on larger training initiatives including new hire training.
• Conduct regular one-on-ones and annual performance reviews including SMART goals, providing feedback on performance stats, and regular quarterly follow-up of milestones.
• Financial management through timely invoicing of claims within edjuster standards related to performance and fee % of Replacement Cost, and regular review of expenses (if applicable).
• Resource management in HR system approving vacation, payroll, training hours, etc. to monitor capacity of the team.
• Review operational processes and make recommendations for efficiency.
• Provide input on changes and development of exclaim and testing.
• Provide leadership when catastrophes occur.
• Other duties as requested.

Qualifications

• Bachelor’s degree in Business Administration, Insurance or Risk Management, or related desk experience preferred.
• Minimum 6 years of experience in insurance.
• Minimum 2 years of experience in project or general employee management experience, or an equivalent combination of training and experience that would produce the following knowledge, abilities, and skills.
• Ability/Availability to travel.
• French/English Bilingualism would be considered an asset.
• Proficient in maintaining accurate and detailed activity, transaction and reserve records.
• Excellent communication skills.
• Must be a team player with a strong commitment to quality and customer service.
• Ability to manage multiple priorities.
• Strong analytical and mathematical ability.

Key skills/competency

• Claims Management
• Operations Leadership
• Workforce Planning
• Quality Assurance
• Employee Performance
• Training & Development
• Financial Oversight
• Process Improvement
• Customer Service
• Risk Management