Job Description

Temporary position for 12 months.

As Manager, Claims Central Unit - Client Relations Centre (OAW), you play a key leadership role by making sound decisions, building strong and engaged teams, and driving operational excellence within a large, specialized claims environment. You are responsible for managing our Client Relationship Specialists who handle incoming calls from clients reporting a claim or requiring immediate assistance, as well as overseeing the Salvage and Glass segment of the claim’s operation, while ensuring alignment with Desjardins Group’s strategic objectives, values, and performance expectations. In this role, you lead through change, develop talent, and deliver results. You oversee your team’s service offering, define and execute its business plan, and ensure high-quality, efficient, and member-focused claims handling. Through strong people leadership, effective governance, and collaboration, you help ensure exceptional client experience, cost control, and continuous improvement across the claims function. More specifically, you will be required to:

• Continue the transformation of our queue environment to build stability while reducing turnover.

• Lead strategic and operational planning by developing, implementing, and monitoring an action plan for the administrative unit that aligns with Desjardins Group’s strategic priorities and performance management objectives.

• Mobilize and manage leadership teams by coaching and supporting Claims Section Managers in managing talent, performance, and resources, while fostering engagement, accountability, and results.

• Drive people and change management practices that promote skills development, diversity, talent retention, and employee mobilization, consistent with organizational values and change-management principles.

• Develop talent and performance by identifying strengths and development needs, providing ongoing coaching, managing performance, delegating mandates, and supporting managers through projects and operational challenges.

• Ensure service excellence and client satisfaction by promoting high-quality claims handling, getting involved in complex claim settlements, and ensuring decisions reflect what is best for members and clients.

• Strengthen partner and stakeholder relationships by maintaining long-term, high-trust business relationships built on a strong understanding of partner needs and consistent service quality.

• Advance professional expertise and process excellence by ensuring the continuous development of management, insurance knowledge, and operational processes to enable proactive, efficient, and professional claims handling.

• Contribute to strategic evolution and transformation by helping shape the Claims strategic vision, participating in sector and corporate initiatives, harmonizing practices nationally, and acting as a driver of the digital shift.

What we offer*

• Competitive salary and annual bonus

• 4 weeks of flexible vacation starting in the first year

• Defined benefit pension plan that provides predictable, stable income throughout retirement

• Group insurance including telemedicine

• Reimbursement of health and wellness expenses and telework equipment

* Benefits apply based on eligibility criteria.

What you bring to the table

• Bachelor’s degree in business administration or a related field

• A minimum of ten years of relevant experience including four years of management experience

• Please note that other combinations of qualifications and relevant experience may be considered

• Advanced knowledge Property and casualty insurance industry/experience

• Expert proficiency of English due to the nature of the duties or work tools or because the position involves interactions with English-speaking partners, members and/or clients

Customer Focus, Decision quality, Develops talent, Differences, Drive results, Nimble learning, Teams

Trade Union (If applicable)

At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should reflect the diversity of the members, clients and communities we serve.

If there's something we can do to help make the recruitment process or the job you're applying for more accessible, let us know. We can provide accommodations at any stage in the recruitment process. Just ask!

Job Family

Management (FG)

Unposting Date

2026-05-26