Senior Manager, Claims

Description

The Senior Manager of Claims Operations oversees the activities of Team Managers of our Dispatch, Oversights, Training and Complex Auto teams.

This role leads, coaches and develops people managers and claims support roles within the operations to deliver on key performance metrics and personal development objectives.

The Senior Manager is also accountable for maintaining a healthy risk management culture in cooperation with strategic partners.

They demonstrate leadership aligned with TDBG's Shared Commitments. The Senior Manager also demonstrates due diligence to support the accuracy of all reserves and compliance with regulatory requirements.

KEY ACCOUNTABILITIES

Customer Experience

• Consistently meet or exceed the needs of the customer by managing claim intake / assignment and capacity and resolving complaints while balancing the needs of the customers and those of the organization directed from the regulators.
• Pro-actively work collaboratively with internal and external partners to ensure to deliver legendary customer experiences, strong severity and Risk and controls management.
• Participate in the identification of customers’ complaints root causes and implement corrective actions.

Leadership

• Contribute to a positive working environment.
• Establish and maintain effective relationships with key partners.
• Leverage diversity as a competitive advantage, drive the cultural environment forward, anticipate change and mitigate risks that could negatively impact the TD Culture, and develop people strategies that continuously enhance TDs unique and inclusive culture.
• Make an impact through change by navigating complexity and finding connections that result in clarity and direction for employees.
• Provide direction and communicate a clear vision.
• Effective remote leadership capabilities

Develop and Manage the Team / Teamwork

• Demonstrate flexibility to be able to change activities based on customer and business needs.
• Actively participate in the performance management process.
• Meet professional / personal development objectives by creating and utilizing learning maps and external courses as required.
• Actively participate in and lead peer coaching and training.
• Provide guidance and coaching to team members.
• Maintain awareness of industry and regulatory developments in order to ensure timely Company preparedness for such developments.
• Demonstrate strong and effective change management skills
• Ensure performance management and development of the team and take the appropriate action.

Business Results

• Communicate productivity objectives to managers and individual contributors and contribute to the achievement of business objectives by meeting or exceeding individual and group targets.
• Assess and mitigate risks and escalate them as required.
• Ensure accurate and timely reserving of claims.
• Approve payments and reserves within authority, and appropriately escalate those outside of authority.

Internal Practices and Processes

• Contribute to the business objective for Operational Excellence by adhering to mandatory compliance and audit requirements such as monthly and quarterly oversight management for all Claims LOB.
• Understand and ensure compliance with business operation policies / procedures and legislation.
• Be knowledgeable of and ensure compliance with company and industry codes of conduct.
• Ensure necessary due diligence to support the proper operation of all Claims Groups.
• Implement best practices from other teams and operations.
• Implement innovation to improve the working environment.
• Ensure Advisors strictly adhere to the code of business conduct and regulatory requirements.

CROSS-FUNCTIONAL RELATIONSHIPS

• Business Operations Control
• Claims Advisors
• Claims People Managers
• Claims Performance Team
• Legal Services, Claims Legal Services, External Legal Counsel
• Reserve Integrity Team
• Shared Services
• Special Investigations Unit
• Vendors

Who We Are :

As part of TD Bank Group, one of Canada's largest financial institutions, at TD Insurance, we care for Canadian families, making it easy to get the best advice, protection, and support in their moments of need, always.

TD Insurance offers a wide range of products, including General Insurance and Life and Health. More than four million customers count on us.

As the largest direct to consumer insurer in Canada, we are always innovating and providing exciting and rewarding career opportunities for our Canada-wide workforce.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals.

Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

Additional Information :

We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD and we’re committed to helping you identify opportunities that support your goals.

Training & Onboarding

We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process

We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.

to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only) :

Sans Objet