Claims Manager, Auto & Property

Claims / Indemnisation Vancouver, British Columbia


Position at Northbridge Financial

“The Power of Together”

Join Northbridge, a growing dynamic company that has a long and rich Canadian history in providing innovative insurance solutions to customers nationwide.

Northbridge Financial Corporation is a leading commercial property and casualty insurance company that’s been helping protect Canadian businesses for more than 90 years. We’re 100% Canadian!

We offer a wide range of creative solutions to our customers through our Northbridge Insurance, TruShield Insurance and Federated Insurance brands where we strive to create a fair and friendly culture, upheld by the foundation of our five corporate values: respect, passion, connectedness, creativity, and excellence.

By continually striving to challenge the status quo, and by focusing on helping the customers we have the privilege of insuring achieve the possibilities of their business, we’ve been able to build our reputation as one of Canada’s largest commercial insurance providers.

To help us continue to build on this success, we’re committed to attracting, developing and retaining the best people.

Be part of a team that’s passionate about making a difference every day, fueled by our entrepreneurial spirit and where everyone owns a part of our success. Our company has had an amazing journey so far, and our future is full of new possibilities!

Our Vancouver office is located near the waterfront in downtown Vancouver. A world renowned urban centre boasting beautiful scenery, plus proximity to shopping and dining, Vancouver also offers the possibility of endless adventures for outdoor enthusiasts of all types. Our office is easily accessible by car, public transit, or even by bicycle. As a national property and casualty commercial insurance provider, we also have offices across Canada.

Position Summary

The Claims Manager is responsible for the coaching, mentoring and management of a claims team and ensuring efficient, prompt and courteous service to claimants, insureds and brokers through the direction, mentoring and coaching of claims personnel in the investigation, analysis and settlement of claims. The incumbent is also responsible for the day to day operations and departmental strategies in the achievement of regional goals for customer service, productivity and quality.

What you will be doing:

  • Ensure the effective day to day operation of the unit by coordinating and enhancing workflow and operational procedures:
    • Manage workflow and assignments to ensure that quantity and quality guidelines are met
    • Continually review processes and efficiencies to recognize opportunities for improvement
  • Manage customer service standards by communicating effectively with all parties:
    • Ensure that service levels to both internal and external customers are in accordance with company/department strategies and initiatives
    • Ensure the information provided on a timely basis and is coordinated with other segments of the company’s operations
  • Direct the accurate and efficient payment of claims in accordance with legislative requirements
    • Direct the evaluation of exposure using available information and the establishment and maintenance of appropriate reserves, negotiation, settlement and recovery on claims of all sizes and complexity
    • Monitor large/complex losses, providing input and direction as required
    • Review available information and establish, maintain and recommend appropriate reserve, payment or recovery, negotiation or declination
    • Conduct periodic re-evaluations of reserves for adjustment as necessary
  • Provide effective daily leadership, coaching and mentoring of the team:
    • Provide individual and team coaching feedback to meet or exceed team objectives
    • Assist in the training and development of the team and provide technical expertise and advice regarding products, systems and processes
    • Complete annual performance objective planning and performance reviews for the team
    • Assess team training and development needs and provide recommendations for training opportunities to build a competent team capable of performing all claims functions within the unit
  • Develop relationships with other departments such as underwriting, actuarial, distribution to meet business goals and to identify/implement new and better strategies to handle current functions and operations
  • Understand and apply best business practices towards compliance, internal control and operational risk controls in accordance to national standards and regulatory standards and policies
  • Work collaboratively with Managers and/or Directors on special projects and assignments requiring advanced technical skills and knowledge when required
  • Other duties as assigned

What we are looking for:

  • Post secondary school education and/or equivalent on the job experience
  • Minimum seven year’s experience in the Auto PD & Commercial Property industry
  • Must have leadership experience
  • Working knowledge of principles and practices related to claims settlement, policy wordings, insurance contracts, fraud investigations, serious losses and coverage questions
  • Working knowledge of other functional areas (ie Risk Management, Underwriting, Premium Accounting etc)
  • Completion or working towards completion of CIP/FCIP designation

What sets you apart:

  • Demonstrated ability to understand and interpret complex insurance contracts and changes in the interpretation because of case or statutory law
  • Demonstrated ability to exercise patience, empathy and understanding in dealings with team and with customers
  • Demonstrated ability to provide prompt, efficient and courteous service to all parties involved
  • Strong analytical, problem solving skills, investigative and decision-making skills
  • Able to plan, organize and manage multiple demands and changing priorities
  • Demonstrated ability to work well as a team player or independent contributor; self-motivated
  • Strong leadership, interpersonal and coaching skills
  • Excellent communication skills

What We Have to Offer:

  • Northbridge Cares program – volunteer day and donation matching
  • Generous paid time off, including personal days. Flexible work hours as well as early departure opportunities
  • Flexible Group Benefits Plan – medical, dental, insurances
  • Defined Contribution Pension Plan + Optional Group RRSP
  • Northbridge Employee Share Purchase Plan
  • Education Assistance Program
  • Employee Assistance plan
  • Staff Insurance - discount on home, automobile and pet insurance
  • Plus, the opportunity to contribute to the success of Northbridge through sharing your knowledge and experience while learning from others!

Application process

Northbridge welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Interested, qualified candidates are encouraged to apply below.

All offers of employment are conditional upon satisfactory background and reference checks, including a criminal record check, credit check, and employment and educational verifications.