Claims Manager, Automobile Personal Lines Physical Damage Claims - Waterloo

The Opportunity

Are you looking for a caring, collaborative, values-driven workplace with inspiring teammates and leaders? Do you have the ambition and desire to be the best and thrive at the most impactful global insurance provider in the world? Look no further than Zurich Canada.

If you have previous experience managing people in a call centre–type claims environment and are looking for a new challenge, we would love to hear from you.

Zurich Canada is currently looking for a Claims Manager, Automobile Personal Lines Physical Damage Claims, in our Waterloo office, to lead a team of technical claim professionals handling automobile physical damage claims across multiple jurisdictions.

Reporting to the SVP, Retail Claims, you will oversee, lead and direct a team of technical Claim Professionals across multiple locations. The team handles claims specific to the OAP (Ontario Auto Policy) and Quebec Automobile Insurance Policy Form. You will play a crucial role in ensuring high-quality service and operational efficiency through performance management, development and coaching of staff.

This is a unique opportunity to build your knowledge and experience for the future in a supportive environment where your voice matters. This posting is for an existing vacancy.

Zurich Canada uses artificial intelligence–enabled tools to support certain aspects of the recruitment process, including the initial review and screening of applications. Artificial intelligence is not the sole basis for candidate shortlisting or selection. All hiring decisions are reviewed and made by qualified hiring professionals.

Zurich follows a hybrid work model requiring three days per week of in-person presence, which may include time in the office or market-facing engagements.

• Drive superior claims results by providing direction and technical guidance to the team, and by tracking and reporting on key performance metrics.
• Achieve customer satisfaction targets by building and maintaining relationships with internal colleagues, customers and brokers, and by analyzing and resolving quality and customer service issues.
• Identify trends and provide claims insights to assist business units by collaborating in product development, customer/broker stewardship and prospect meetings.
• Coordinate, manage and champion changes in requirements, strategy and culture across all areas of responsibility.
• Execute and monitor compliance with all legal, regulatory and internal control requirements.
• Motivate and lead a high‑performance team by attracting, onboarding, recruiting and retaining team members.
• Drive the performance management process by communicating job expectations, monitoring and evaluating performance, providing feedback and facilitating employee development.
• Support continuous improvement by leveraging data and analytics to enhance processes, controls and customer outcomes.

Required:

• 5 or more years of experience in Automobile Claims
• OR
• Bachelor’s Degree and 5 or more years of experience in Automobile Claims
• OR
• High School Diploma or Equivalent and 8 or more years of experience in the Claims area
• AND
• 2 or more years of people management experience
• AND
• Chartered Insurance Professional (CIP) designation, or actively working towards CIP
• Customer service experience
• Advanced Microsoft Office Suite skills
• Experience collaborating across work groups and functions
• Knowledge of insurance legal statutes and procedures
• Knowledge of the insurance industry, claims and the insurance legal and regulatory environment
• Strong organization and multi‑tasking skills
• Strong data research and analytical skills
• Training and presentation skills
• Ability and willingness to travel up to 25%
• Bilingual (French/English) an asset

A…