Job Description

The Casualty Claims Team Leader supports and guides a team of 6–8 claims professionals, each with varying skills and responsibilities, to ensure casualty claims are handled efficiently, accurately, and in full compliance with internal processes, regulations, and service standards. The role focuses on developing and empowering team members, fostering a collaborative and accountable environment, and providing clear direction and coaching so each person can perform at their best. By building strong relationships, removing obstacles, and maintaining consistent oversight, the Leader drives high‑quality claims outcomes, operational consistency, and exceptional service for customers, broker partners, and internal stakeholders.

What will you do?

Team management and Development

• Lead, coach, and develop a team of Casualty adjusters to ensure high performance and professional growth.
• Create individualized performance and development plans to drive results based on each individual adjusters’ role and level of development
• Review Productivity Metrics with adjusters to ensure strong results
• Support design and implementation of adjuster training and skills development

Operational Performance

• Manage workflow, caseload distribution, and team productivity to meet service level agreements and key performance indicators.
• Quality assurance: monitoring of claim files and review with adjuster to maintain accuracy, consistency and internal standards regarding investigation, negotiation and settlement decisions and documentation

Complex Claims Resolution

• Handle escalated claims, disputed adjuster decisions, and technical coverage issues requiring senior-level expertise and decision-making.
• Ensure compliance with Insurance Act, multi-provincial regulations and various Litigation standards

Project Management

• Support, design and role out of Casualty specific initiatives
• Often Leaders are involved in hands on development of smaller projects lead by Business Management team

What will you need to succeed?

• Community college degree and CIP, FCIP or CRM designations an asset
• Minimum 10 years as senior casualty file handling experience required
• Prior experience in mentoring and technical evaluation
• Proficient in investigation, evaluation, negotiation and settlement of claims
• Expert understanding of tort law, insurance policies and contracts and litigation process
• Expert understanding of medical record analysis, terminology and strong knowledge of human anatomy
• Risk mitigation and cost-control strategies
• 1+ years of previous leadership or formal team mentoring experience
• Effective Communication: written and spoken
• Critical Judgement and Decision Making
• Resilience, attention to detail with strong problem-solving skills
• Strong organization and time management skills
• Detail oriented with high focus on quality
• High level problem solving and investigative skills
• Expert level Claims Investigation, Negotiation, Evaluation and Settlement skills
• High level ability to interpret Medical reports and assess nature/extent of injuries to predict outcomes
• Knowledge of various Dispute and Litigation Management processes, regulations and tribunals across Canada and USA
• Mentoring and Coaching skills

#LI-Hybrid

The expected base salary range for this position is $81,000 - $131,000. Depending on your relevant experience, skills, qualifications, market conditions and business needs, base compensation may vary. You have the potential to earn more through Gore Mutual’s discretionary bonus program which gives you an opportunity to increase your total compensation, provided the business meets its performance targets and you meet your individual goals.

Please note: This range reflects the expected base salary for this role but may not represent the full compensation range for all experience and skill levels. During the recruitment process, we will discuss and consider how your unique qualifications align with the broader range for this position.

Gore Mutual is proud to offer a comprehensive total rewards package which includes extended health and dental benefits, disability insurance, retirement plan matching, paid time off, recognition and perk programs.