Job Opportunities Manager, National Claims Service Team
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Job ID:9617
Employment Type: Existing Role
Working Business Language: English. This role will be required to communicate primarily with customers in Canada where the primary business languageutilized is English.
Salary: At Wawanesa salary is only one component of a holistic comprehensive and competitive offering that we provide to our addition to salary full-time and part-time permanent employees are eligible for an annual bonus plan leave of absence top-up programs and provided with generous vacation time personal days premium free benefits and pension plan.
The salary offered for this role is determined with consideration to various factors including but not limited to: your work location local labour market conditions external market salary data internal pay equity and the knowledge skills experience and anticipated proficiency in the role. The salary offered is estimated to be within the following range: $110000- $150000.Candidates with salary expectations outside of the range are still encouraged to apply.
About Us
At Wawanesa we offer a hybrid work environment that offers flexibility to our employees in balancing in-office (2 days per week OR 15 hours per week in a Wawanesa office) and remote work.You may work from any of the following locations: Winnipeg MB; Wawanesa MB; Vancouver BC; Calgary AB; Edmonton AB; Lethbridge AB; Toronto (North York) ON; Kitchener ON; Ottawa ON; Montreal QC; Quebec City QC Moncton NB; Dartmouth; NS.
The Wawanesa Mutual Insurance Company (Wawanesa Mutual) founded in 1896 is one of Canadas largest mutual insurers with over $3.5 billion in annual revenue and assets of $10 billion (CAD). Wawanesa Mutual with its National Headquarters in Winnipeg is the parent company of Wawanesa Life which provides life insurance products and services throughout Canada and Western Financial Group which distributes personal and business insurance across Canada. Wawanesa proudly serves more than 1.7 million members in Canada and we are home to more than 3300 employees distributed across the Canadian regions and communities where we operate. We give back to organizations that strengthen communities donating more than $3.5 million annually to charitable organizations including over $2 million annually in support of people on the front lines of climate change. We are also proud to be recognized as one of Manitobas Top Employers. To learn more visit .
We are currently looking for dedicated driven and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.
Job Overview
The Manager National Claims - Service Team contributes to Wawanesas goal of delivering an exceptional and consistent claims service experience by providing leadership to the claims team focusing on the achievement of departmental regional and corporate key business goals and customer service standards.
As the Manager Call Center you will provide oversight of the customer care team driving performance and exceptional customer experience through effective claims management activities.
Job Responsibilities
Leadership & Team Management
- Directly manage a team of Supervisors providing coaching development and performance feedback.
- Foster a culture of collaboration accountability and high engagement.
- Ensure adequate staffing scheduling and workload distribution across regions.
Operational Oversight
- Oversee day-to-day operations of the Claims Service Team ensuring adherence to service standards and SLAs.
- Monitor quality assurance metrics and implement corrective actions as needed.
- Collaborate with regional claims leaders to align processes and share best practices.
Strategic Initiatives
- Identify and implement process improvements to enhance efficiency and customer satisfaction.
- Support organizational projects including technology upgrades workflow optimization and training programs.
- Participate in recruitment and onboarding of new team members.
Stakeholder Engagement
- Act as a key liaison between Claims Service Team and other business units.
- Communicate effectively with internal stakeholders to resolve escalations and improve service delivery.
- Remain up-to-date with changes to legislation and trends in the insurance industry.
- Performs other duties as assigned.
Qualifications
- 10 years of progressive experience in claims operations including advanced technical expertise.
- Minimum 5 years of people leadership experience in fast-paced claims or call center environments.
- College diploma or university degree
- Chartered Insurance Professional (CIP) designation or equivalent with commitment to ongoing professional development.
- Strong customer service orientation with empathy and professionalism.
- Excellent written and verbal communication skills.
- Advanced analytical problem-solving and strategic thinking abilities.
- Proficiency in time management and organizational skills; ability to prioritize in a dynamic environment.
- In-depth knowledge of policy wordings corporate guidelines and claims processes.
- Proven ability to lead and develop high-performing teams.
- Bilingualism (French & English) considered an asset.
Diversity Equity Inclusion& Belonging
At Wawanesa we are committed to Diversity Equity Inclusion and Belonging (DEIB) and believe that our strength lies in the diversity of our people this is supported by having a representative workforce.
We welcome applications from all qualified candidates including racialized persons women Indigenous Peoples persons with disabilities members of the 2SLGBTQIA community gender-diverse and neurodiverse individuals and anyone who can contribute to the further diversification of thought and ideas.
We aim to ensure our recruitment process is accessible to all candidates. If you require accommodations during any stage of the recruitment process please reach out in confidence to .
All Wawanesa job applicants are subject to Wawanesas .
Please note that this position may involve the use of AI tools to screen assess or select applicants. All final decisions are taken or reviewed by human recruiters and human hiring leaders in compliance with all applicable legislation.
Required Experience:
Manager
Key Skills
- Anti Money Laundering
- Machine Shop
- B2C
- Account Management
- Bus Driving
- Administration Support
About Company
Wawanesa Insurance offers affordable rates for homeowners, home, renters, car insurance and more in the U.S. Get a free insurance quote online to see how much you can start saving!
