Production Services Engineering Manager, Claims Technology

The Claims Production Services Engineering Manager will be responsible for ensuring the availability, reliability, and operational excellence of BHSI’s Claims systems, including our core Duck Creek Claims platform which supports Claims operations across North America, Europe, Asia, and Australasia. This leader will manage a global team, drive accountability for incident and problem management, strengthen operational governance, and partner closely with Claims Business and Operations to deliver exceptional service.

Duties and Responsibilities

• Lead, mentor and grow a high-performing global Production Services team across North America and Asia.
• Foster a culture of accountability, ownership, and continuous improvement within the Production Services group.
• Provide leadership during high‑severity incidents, coordinating cross‑functional teams and ensuring clear direction under pressure.
• Serve as the primary Production Services point‑of‑contact for Claims Business and Operations leaders globally.
• Collaborate closely with Underwriting, Infrastructure, EDW, Security, and Vendor partners to diagnose issues, plan releases and enhance platform stability.
• Proactively identify operational risks and opportunities; recommend and execute solutions to enhance system resilience and user experience. Lead end‑to‑end production support for the global BHSI Claims technology ecosystem, with primary responsibility for system uptime, reliability, and service continuity.
• Own Incident, Problem and Change Management practices for the Claims Technology team, ensuring adherence to enterprise practices, SLAs and timely, transparent communication with global stakeholders.
• Oversee the Claims production environment, including triage, root‑cause analysis, release readiness, and environment health.
• Drive post‑incident reviews, structured RCAs and long‑term corrective actions to reduce recurring issues.

Qualifications, Skills, and Experience

• Strong proficiency and hands‑on experience within regulated environments (financial services or insurance preferred, including configuration, triage, environment management, and integration understanding).
• Solid understanding of enterprise production support, cloud‑based systems, and operational monitoring tools.
• 8–12+ years of professional experience, including 5+ years leading production support or operations teams.
• Proven track record of managing global teams and driving service excellence across multiple time zones.
• Experience leading complex incident management efforts with high business impact.
• Exceptional communication and relationship‑building skills, with the ability to interact effectively with technical teams, operational leaders, and senior executives.
• Ability to provide clear, concise updates during high‑severity events and maintain executive‑level transparency.

BHSI Offers

• A competitive package and exciting growth opportunities for career‑oriented teammates.
• A dynamic, action‑oriented, and thoughtful environment centered on always doing the right thing for our customers, teammates, and our other stakeholders.
• A purposely non‑bureaucratic organization that embraces simplicity over complexity and emphasizes individual excellence in a team framework.
• Benefits that support your life and well‑being, which include:
  • Comprehensive Health, Dental and Vision benefits
  • Disability Insurance (both short‑term and long‑term)
  • Life Insurance (for you and your family)
  • Accidental Death & Dismemberment Insurance (for you and your family)
  • Flexible Spending Accounts
  • Health Reimbursement Account
  • Employee Assistance Program
  • Retirement Savings 401(k) Plan with Company Match
  • Generous holiday and Paid Time Off
  • Tuition Reimbursement

The base salary range for this position in Toronto is $175,000 to $195,000 CAD, along with annual bonus eligibility. Total compensation for a candidate is determined by their relevant skills, location, and experience. We value our teammates – both their capabilities and character – as demonstrated by our amazing culture.

Compensation will be commensurate with experience. This job description is not intended to be all‑inclusive. Team Member may perform other related duties as negotiated to meet the ongoing needs of the organization.

#J-18808-Ljbffr