Claims Manager

Claims Manager position oversees all claim investigation activities within Ontario and Eastern CVS departments, supervising and leading Claims Officers to ensure timely, accurate, and thorough investigations. This role is responsible for promoting strong internal controls, monitoring staff performance, ensuring accurate reporting and tracking, and driving the resolution of claims.

BENEFITS:

• Competitive salary and benefits.
• Permanent position
• International company with career growth opportunities.
• Primarily on-site with partial hybrid flexibility based on operational needs.

RESPONSIBILITIES:

• Independently researches complex out-of-balance transactions, gathers supporting evidence, and provides necessary approvals or notifications.
• Represents GardaWorld in internal and external interactions, including court proceedings as a witness or subject matter expert in investigations conducted.
• Monitors and ensures all client pre-claims and claims meet defined response time standards.
• Ensures compliance with and training on all company policies including provincial and federal regulations. Adheres to audit controls to consistently achieve satisfactory audit ratings
• Coordinates with internal stakeholders, Secure Transport Team and Corporate Security to support claim investigations, including initiating rebalances, site searches, lock audits and may include reviewing internal video footage as required.
• Identifies, documents, shares, and implements process improvement opportunities with senior management
• Supports the Senior Manager in overseeing the Reconciliation department and ensuring processing activities and reports balancing are monitored.
• Provides input to Senior Management team for assigned team members on decisions including salary planning, performance management, hiring and termination recommendations.
• Requires a flexible work schedule based on operational needs, with variable days and hours depending on location, staffing levels, and workload. Overtime, weekend, and holiday work may be required, and travel to other GardaWorld branches may be necessary in high-demand situations.
• Plans weekly schedules for team members, monitors tardiness and attendance, and delivers any HR supported constructive action
• Train new employees as required. Daily coaching, mentoring, and supervision of claims officer team
• Serves as a backup to the Senior Manager and other Regional Claims Managers, maintaining operational continuity during leave periods and high-demand situations.

SKILLS/QUALIFICATIONS:

• 3 – 5 years’ experience leading and supervising a group of back office employees
• 3 + years’ active experience in a money room or cash operation preferred
• Experience working in a fast paced, repetitive process and secure production environment
• High school diploma or general equivalency diploma required or equivalent work experience. Bachelor’s degree preferred
• Familiarity with Microsoft Office products such as Word, Excel, Outlook, and PowerPoint
• Excellent written, verbal, math, and comprehension skills
• Data analytics experience includes interpreting data, communicating and collaborating with cross functional teams
• Experience tracking, processing, and analyzing information.
• Ability to give clear oral and written instructions and can train and lead employees
• Must be able to communicate clearly and effectively, both orally and in written documents, with customers, colleagues, and supervisors in person and by or telephone, before groups and in interpersonal situations