Job Description

Bilingual Manager, Claims Contact Centre

Department: Claims

Employment Type: Permanent - Full Time

Location: Toronto, ON

Compensation: CA$65,000 - CA$95,000 / year

Description

What we do every day to be our very best

Every day at Securian Canada means a day spent helping Canadians and their families build secure tomorrows. We’re agile and innovative, and we aren't afraid to challenge and create, or bring diverse perspectives to our work.

Who we need

As Manager, Claims Contact Centre Operations, you will be responsible for leading the Claims Contact Centre team, driving individual and team performance, ensuring timely and accurate claim intake and customer support, and producing operational reports for stakeholders, including the Claims Leadership team.

In addition to delivering strong results within the Claims Contact Centre, you will represent Claims Operations when working with internal and external partners and contribute to business analysis, quality assurance, training, and continuous process improvement across the end-to-end customer claims experience.

The base salary range for this position is between $65,000 to $85,000 depending on experience. Details of our additional benefits are outlined below. This job posting is for an existing vacancy. Only one position is available. However, it may be based in multiple locations: Toronto (ON) or Montreal (QC).

This is a hybrid position. The team works out of our Montréal and Toronto offices and currently comes into the office approximately once a month.

Ce que vous ferez

• Through effective leadership and coaching, ensure each claims interaction (e.g., first notice of loss, status inquiries, document collection) is handled as an opportunity to deliver a best-in-class customer experience.
• Develop and share claims subject matter expertise (products, coverages, intake requirements, key systems, customer inquiries) to continuously improve team capability and stakeholder outcomes.
• Handle claims customer service escalations, exercising sound independent decision making and creating “win-win” solutions,
• Monitor individual performance and tailor 1:1 coaching to improve claims intake accuracy, compliance, customer outcomes, and productivity.
• Leverage leadership through team engagement programs that support a customer centric claims culture.
• Partner with the Claims Leadership team to optimize staffing, schedules, and off-phone activities to meet claims demand patterns and service level targets across all intake channels.
• Meet or exceed the claims contact centre KPIs including service level, abandonment rate, average speed of answer, average handle time, quality scores, complaint resolution timelines, and claim intake accuracy/completeness.
• Produce operational, quality, and customer experience reporting at a regular cadence (e.g., volumes, adherence, backlog, rework/defects, and root causes) for the team, management, and other stakeholders.
• Ensure consistent adherence to claims controls and compliance requirements (e.g., privacy, documentation standards, escalation protocols, fraud awareness) while empowering people and embodying the principles of Diversity, Equity, and Inclusion.

What you will bring

• Post-secondary diploma/degree or a combination of equivalent work experience.
• Minimum of two years of experience in team management, ideally in claims, insurance operations, or within a financial institution.
• Excellent communication skills in both English and French are required due to regular interactions with English- and French-speaking clients and colleagues.
• Sound understanding of claims contact centre operations and best practices (e.g., Ring Central, triage, documentation, customer communications, and quality/compliance controls).
• Thrives in a fast-paced and dynamic environment.
• Works autonomously to deliver expected outcomes within guidelines set by senior management.
• Works well under pressure and when faced with managing multiple priorities that are often competing – excellent time management, planning and organizational skills are essential.

Why join?

When you’re a part of Securian Canada, you’re a member of an agile and innovative, high-performing, bright-thinking, make-things-happen culture – so that together, we can discover the art of possible.

At our company, we see your potential on day one and challenge you to grow your unique strengths as you create a career filled with opportunity, collaboration, and purpose.

You’ll also be part of a team that’s committed to diversity, equity, and inclusion, and who values diverse perspectives, so that you can be the person you want to be – both in, and outside, work.

Securian Canada offers a competitive total rewards program with a variety of perks and benefits, including:

• Flexible work arrangements with monthly financial allocations to support your work-life balance;
• Generous starting paid vacation time, plus additional vacation days for every year of service;
• Paid volunteer day so you can dedicate time to a cause you are passionate about;
• Paid personal and wellness days to support your total wellbeing;
• Educational assistance of up to $3,500 a year (with approval from your manager);
• Flexible health and wellness account (in addition to comprehensive drug and dental coverage) to help pay for a wide range of wellbeing services that are meaningful to you;
• Up to 14% of combined contributions to the RRSP matching program;
• Family-friendly maternity/parental leave and,
• Many more benefits, perks and programs.

If you have at least 70% of the qualifications we're looking for, want to work in a fast-growing, leading and progressive company, and feel driven to help Canadians and their families build secure futures – we want to hear from you!

Take the first step in building your future with Securian Canada. Apply now.

Securian Canada is committed to providing a barrier-free work environment and equal access to employment for all qualified applicants. As such, upon request, Securian Canada will work with applicants that require reasonable accommodations during the recruitment process. Please contact careers@securiancanada.ca for accommodation requests. All information shared during any accommodation request process will be stored and used only in a manner that is consistent with applicable laws and Securian Canada/Canadian Premier Life Insurance Company policies.