Manager Claims Business Controls

Manager, Claims Business Controls

As the Manager, Claims Business Controls, you will own the end‑to‑end Claims Business Control Environment, driving a proactive, data‑driven first‑line control strategy that enhances customer outcomes, elevates quality, and optimizes loss cost performance. In this role, you’ll lead quality assurance across all lines of business, strengthen processes and procedures, and oversee control testing, audits, and risk programs to ensure strong governance and continuous improvement within Claims.

• Own the QA operating system for Claims (TFR automation + manual QAR deep dives), including methodology, sampling, calibration, and thresholds; ensure weekly/Monthly cadence and transparent reporting to leaders.
• Standardize QAR categories (e.g., Communication & Documentation, Coverage/Investigation, Cost Control) and ensure alignment with automated TFR attributes.
• Run cross‑LOB calibration (AB/APD/Casualty/Property) to improve consistency, and embed phone call audit where required.
• Turn QA into action: deliver unit and adjuster‑level insights to Operations for coaching, and track actions to closure without using QAR as performance management.
• Build and lead the Claims audit program for MGAs/DUAs and subscription programs.
• Maintain the Claims Procedures Manuals (end‑to‑end file handling standards, authorities, audits, vendor protocols) and ensure updates are synchronized across LOB manuals and the Corporate Procedures Manual.
• Embed ‘file must speak for itself’ standards for documentation, privacy, and compliance; spot‑check adherence through routine internal reviews.
• Design and execute first‑line control testing (beyond TFR/QAR) focused on leakage controls, authority use, reserve discipline, SLA adherence, and data integrity.
• Partner with leaders on action plans and evidence packs; track remediation to timely closure and prevent repeat findings.
• Act as Claims SME and single point of contact for external audits and reviews (e.g., reinsurer audits, KPMG/EY financial audits, SOC2/IT‑control touchpoints that affect Claims workflows). Coordinate request lists, samples, walkthroughs, and management responses.
• Serve as Claims lead for KRIs: define thresholds aligned to Risk Appetite, publish monthly dashboards, and escalate breaches with root‑cause and mitigation.
• Represent Claims at ERM/Risk Champions forums; maintain evidence in corporate risk tools and ensure linkage to issue/mitigation programs.
• Coordinate regulatory readiness and control attestations that touch Claims processes (privacy, fair treatment, complaint handling, etc.).
• Lead a small team (e.g., QA Analysts / Business Controls Analysts), set goals, develop capability, and manage workload planning.
• Champion a culture of insightful, forward‑looking, sustained health reporting in line with the Claims strategy.

• A minimum of 7 years in a leadership or managerial capacity within the insurance sector is essential. This experience ensures familiarity with the nuances and intricacies of leading teams, managing operational workflows, and handling the challenges unique to the insurance domain.
• The role demands a sound understanding of data analytics related to claims. An ideal candidate should have hands‑on experience in extracting, analyzing, and interpreting claims data to make informed decisions. Furthermore, a track record of using performance metrics to monitor, measure, and improve claims processes is crucial.
• Familiar with all Claim’s lines of businesses with hands‑on experience with Quality Assurance within Claims. Familiarity with internal and external audit requirements to ensure the organization is meeting the required standards.
• It's imperative for the candidate to have a history of successfully overseeing and resolving a diverse range of claims. This entails ensuring fair claim assessments, timely resolutions, and maintaining high client satisfaction rates. This experience is indicative of their ability to navigate complex claim scenarios, manage client expectations, and uphold the company's reputation.
• Given the regional focus, an in‑depth understanding of Canada's insurance regulations, market…