Claims Manager, Physical Damage

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Job title: Manager, Physical Damage

Job Location: Remote


Who we are:

The Commonwell Mutual Insurance Group is not just another insurance company; we are a P&C Mutual company with solid grass roots within our community. We’re proud to be a leader within the P&C industry offering a Mutual experience rich with history, opportunity and exceptional customer service. We are committed to profitable growth, team development, ingenuity, build on strong connections in our remote first work environment. We encourage a work-life balance and we are serious about what we do.


Our promise to you:

Here at The Commonwell, we are all about Protecting Individuals, Together! Our vision is to continue to build an environment that develops and attracts the very best by empowering everyone to foster a workplace where everyone can perform at their very best, be their authentic self and bring their whole self to work.


The Opportunity:

Reporting to the Director, Claims, you are responsible for managing the APD (Auto Physical Damage) and Property Claims teams and achieving Commonwell’s corporate goals, strategy, business plans and budget. You are accountable for the ownership of decisions within the APD and Property units and will ensure alignment to the corporate claims handling philosophy. You own achieving the vision, strategy, and direction of the APD and Property teams, and developing a highly effective team that is aligned to business priorities.


In your role you will demonstrate exceptional people leadership skills along with senior level claims knowledge and application of industry/claims best practices. At times, you will be responsible for handling complex property and auto claims and supporting other Claims Leaders and teams when catastrophic events occur.


Who you are:

  • Ability to build and maintain active and trusting working relationships with all functional units of the organization
  • You will have a strong ability to effectively recognize and manage interpersonal communication needs
  • You will have the ability to work as part of a cross-cultural team including flexibility in supporting multiple locations when necessary
  • You will have excellent interpersonal skills in areas such as teamwork, facilitation, and negotiation
  • You will have excellent people and managerial skills to support the development and mentorship or junior staff


How you will create an impact:

  • Attends and participates in corporate meetings relating to a variety of claims and non- claims issues
  • Assists in the negotiation of settlements with insureds, third parties, claimants, and lawyers on behalf of the APD and Property teams
  • Lead the enhancement of sustainable employee engagement index scores through effective communication, recognition, and authentic leadership
  • Consistently demonstrates empathy and fairly assess loss entitlements
  • Provides guidance in investigation strategies
  • Oversees resolution of disputes presented by dissatisfied claimants when necessary
  • Performs quality assurance audits and provides reporting on team performance, identifying areas for maintenance and improvement, developing corrective measures where necessary
  • Acts as Privacy Lead ensuring process and procedural compliance with PIPEDA and other regulatory requirements within team
  • Key point of contact for external auditors
  • Leads and/or participates in projects/new initiatives as required
  • Approve denials and reserve increases over adjuster authority levels
  • Monitors APD and Property Adjuster Claim Count and Pending to ensure there is equitable distribution of work and appropriate measures are taken to maintain workload
  • Familiar with enumerative statues and regulations and recognizes situations when they are to be applied
  • Liaise with industry regulatory bodies such as the Financial Services Regulatory Authority of Ontario (FRSA) to communicate information, coordinate changes and resolve areas of concern
  • Liaise with Farm Mutual Reinsurance Plan(FarmRe) representatives
  • Liaise with brokers and agents to communicate information and explain APD and Property claims procedures, and objectives
  • Drives continuous improvement, standardization, and process efficiencies in ongoing leadership routines
  • Build and maintain strong working relationships with all levels of leadership and employees ,and use influence and negotiation skills to gain support, achieve consensus and foster engagement
  • Actively participates in organizational leadership meetings relating to our key strategic enablers
  • Monitors reinsurance recoveries to ensure recoveries are being paid in accordance with reinsurance contracts
  • Participate in the review and possible revisions of policy wordings
  • Ensure adherence to corporate governance
  • Organize APD and Property team meetings to keep the team informed of recent decisions or changes taking place in the company and the industry
  • Review a variety of system generated reports such as Outstanding Loss Register for each adjuster within the APD and Property teams, Gross Incurred Claims reports, etc. as necessary
  • Reviews claim files and approves ore rejects payment/reserve changes within financial authority limit Assist in implementing the Company’s business plan, and strategic objectives
  • Assist with the development, implementation and communication of corporate goals and objectives to support the business plan
  • Develop, in coordination with the Director, Claims, and implement the APD and Property department budget, monitoring expenses to forecasted amounts to control costs
  • Monitoring adherence to policies and procedures for all aspects of APD and Property claims handling by claims personnel, as well as assessing the quality of claims servicing, through periodic file review, which include formal audits and other appropriate investigative techniques
  • Monitor workflow within the APD and Property department and workload of team to ensure efficient and productive processes
  • Completes performance reviews, recommends promotions and salary increases
  • Attend Committee meetings as required to provide information and guidance
  • Coordinate APD and Property department activities with other members of the Leadership team
  • Overseeing, managing, and coaching an engaged and an effective APD and Property teams through talent development, compensation, performance management and succession planning
  • Working with the Vendor Manager, provide feedback on vendor issues/programs and selection/de-selection of preferred vendors


What you will bring:

  • 7-10 years of related experience in a Claims position at the leadership level with direct reports
  • Completion of post-secondary education in business, insurance management or a related field
  • Completion of Certified Insurance Professional/Fellowship Certified Insurance Professional designation is an asset
  • Proven superior organizational skills and ability to multitask is required
  • Ability to manage complex situations while utilizing critical thinking skills
  • Thorough attention to detail is a must to ensure accuracy of claims documents
  • Effective communication skills: verbal, non-verbal and written
  • Sound morals, ethics, and confidentiality with ability to develop trusting and effective working relationships with employees and outside contacts
  • Exercise of confidentiality and empathy are required when dealing with insured and claimants
  • Superior problem-solving skills and negotiation skills are required of this position
  • Ability to lead, develop and motivate both the APD and Property team
  • Ability to delegate and provide clear direction to APD and Property claims leadership, with the appropriate levels of follow-up
  • Good analytical and interpretation skills
  • Ability to conceptualize and develop new ideas and ways of doing things
  • High level of critical and logical thinking, analysis, and/or reasoning to identify underlying principles, reasons, or facts
  • Strong computer literacy, proficiency in all Microsoft Office programs and Internet navigation


Perks of being a Commonwell Crew Member:

  • Remote work environment
  • Flexible Work arrangements
  • Competitive Compensation Package
  • Training and Development Opportunities
  • Pension and savings programs
  • Paid volunteer days
  • Wellness and Recognition programs/Platforms

JOIN THE #Commonwell Crew! We saved you a spot!