Director, Claims Operations (Auto Physical Damage & Appraisal)

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

Pay at Intact is about much more than just salary.

• Flexible work arrangements and a hybrid work model

• Possibility to purchase up to 5 extra days off per year

• Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more

• Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life)

Salary range (but not limited to):

138,500 - 169,300

Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance):

20%

As part of our commitment to Win As A Team, we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares.

Our pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan.

Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. The salary range presented above is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well.

About the role

We’re looking for a Director, Claims Operations (Auto Physical Damage & Appraisal) to join our growing team!

As a Claims Director, you will have a big impact on the achievement of overall regional objectives and initiatives with a strong focus on the expansion of the Auto Property Damage Adjusting and Auto Appraisal teams.  You will work collaboratively with the claims leaders to ensure quality claims management is in line with company standards.  The successful candidate will also be responsible for driving performance, employee engagement, efficient and effective work processes, quality service and ensuring a positive claims journey.

The Claims Director reports to the Vice President, Atlantic Claims & is a key member of the Atlantic Claims Management Team.

This position can be based in any of the following Atlantic offices: Dartmouth NS, Dieppe NB or St. John’s NL.

What you'll do here:

• Create and communicate vision for the team in support of the Atlantic Auto team vision and engage employees in the outcome.
• Lead and motivate a large team of employees, including Claims Managers and Unit Claims Managers.
• Lead, engage and inspire the team - develop opportunities for career pathing; identify and develop emerging leaders; direct and assist managers with the creation and achievement of employee engagement action plans.
• Oversee the recruitment and development of staff in the department.
• Participate in the establishment of objectives included in the business plan and implement required structures in order to realize regional claims objectives in line with business strategies and to support Intact Financial Corporation’s key priorities.
• Develops departmental objectives within Operations (including Total Loss, Telephony, Cycle time and Salvage). Clearly conveys all such goals, action plans and status updates to managers and employees.
• Establish and refine best practice workflows.  Establish procedures and communication plans with the other leaders to ensure that workflows and business practices are executed consistently and accurately in all regional offices.
• Prepare and follow up on operational budgets by setting expense ceilings in line with targets.
• Develop and implement strategies and tactics to achieve our overall KPIs and targets.
• In collaboration with Work Force Management, build strong planning boards to optimize service and file management time for adjusters.  Generate innovative ideas and challenge the status quo to bring enhancements to the schedules.
• Enforce Telephony, Workforce Planning/Schedule, relief and development by identifying the need for resources required to maintain set service levels and productivity benchmarks.
• In collaboration with regional managers, participate in development/implementation of claims projects that work towards improving/maintaining quality standards, process improvements and superior service. 
• Ensure adjusters maintain quality work standards in collaboration with corporate services, by managing control results, both on a quantitative and qualitative level; ensure the Closed File Review, Interval File Review and Quality Call process is completed and any necessary changes are made.
• Participate actively in strategic projects and present to senior executives.
• Provide effective indemnity and legal expense control, proper reserving practices, creating operational efficiencies and delivering on Key Performance Indicators (“KPIs”).

What you bring to the table:

• Minimum 10 years of experience, preferably in a Senior Claims Management position within the Insurance industry.
• University degree or any combination of training and experience deemed relevant for the role
• Demonstrated ability to lead a management team, leading by example by exhibiting exceptional Leadership behaviours and Success Factors.
• Excellent communication skills and demonstrated ability to build collaborative relationships with all levels of the organization.
• Positive attitude while adapting to changing priorities and taking ownership of work.
• Self-starter with a sense of urgency and the ability to work independently under minimal supervision.
• Proven experience with successful change management initiatives.
• Exceptional organization and project management skills with the ability to manage multiple stakeholders and deliverables
• Champion of driving change, succession and development planning
• Innovative and process improvement mindset

Ce poste jouera un rôle essentiel au sein de notre équipe. | This position will fill an essential role in our team.

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.