Claims Fraud and Investigations Manager

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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 experience in insurance fraud investigations, claims operations, and people management and are looking for a new challenge, we would love to hear from you.

Zurich Canada is currently looking for a Claims Fraud and Investigations Manager for our Waterloo office to lead and develop a team responsible for the prevention, detection, and investigation of suspected insurance fraud while supporting the effective management of claims fraud risk.

Reporting to the AVP, Investigative and Recovery Services you will oversee the daily operations of the Claims Fraud Investigations team, provide technical expertise and leadership on complex fraud matters, and help develop strategies that enhance fraud detection, investigation outcomes, and organizational savings. You will work closely with Claims leadership, investigators, Human Resources, and other key business partners to ensure investigations are conducted effectively, professionally, and in compliance with regulatory and governance requirements.

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.

The position is currently based in Waterloo, with plans to relocate to our new Kitchener office when it opens in early 2027.

• Lead the daily operations of the Claims Fraud Investigations team and ensure the delivery of high-quality investigative services to the Claims organization.
• Promptly review and triage investigative referrals from all sources
• Promptly assign investigations to the appropriate internal investigator after triaging them
• Provide counter fraud education on key fraud indicators, fraud trends, fraud metrics, etc. to Zurich adjusters and management
• Provide operational leadership and technical guidance to investigators while supporting the development and execution of fraud investigation strategies.
• Deliver professional investigation reports with clear conclusions and technically sound recommendations.
• Monitor and manage highly complex fraud investigations, including matters involving arbitration and litigation.
• Handle technical referrals, complaints, and collaborate with Internal Audit regarding claims fraud investigation performance.
• Conduct quarterly quality audits of completed investigations and periodic reviews of open investigations as needed.
• Develop team capabilities through coaching, mentoring, and training related to fraud identification, investigation, documentation, and reporting.
• Serve as the primary day-to-day contact for Claims leaders and managers regarding fraud investigation activities.
• Ensure compliance with all local regulations, privacy requirements, and Zurich Claims governance standards.
• Collect, analyze, and report fraud-related data to support management reporting, business insights, and fraud strategy initiatives.
• Promote awareness and adherence to claims fraud prevention and…