AI-Driven Claims Complaints Leader

Zego; Halifax; Hybrid; CAD 85,000 - 110,000; Full time

Benefits offered by this job

Annual performance bonus

Share options

Private medical insurance

Pension

Job summary

Zego is seeking a Team Leader for Claims Complaints to run a busy complaints team. You will balance hands-on case work with people leadership, ensuring investigations are thorough, fair and aligned with DISP and Consumer Duty.

You will collaborate across functions to keep standards high and drive continuous improvement, supported by AI-enabled processes. The role requires experience in motor insurance complaints within an FCA-regulated environment, a willingness to lead and develop others, and a

Qualifications

• Experience in motor insurance claims or complaints in FCA-regulated environment.
• Working knowledge of DISP and Consumer Duty as they apply to complaint handling.
• Experience leading a team or readiness to step into a first-line leadership role.
• You work AI-first and use AI daily to improve outcomes.

Responsibilities

• Lead day-to-day operations across case assignment, workload, and queue management.
• Sign off Final Response Letters ensuring clear, fair investigations.
• Collaborate with Claims Technical, Underwriting, and Legal & Regulatory Affairs on coverage or risk complaints.
• Maintain, monitor and improve QA, training needs analysis and trend improvements.

Job description

Zego is seeking a Team Leader for Claims Complaints to run a busy complaints team. You will balance hands-on case work with people leadership, ensuring investigations are thorough, fair and aligned with DISP and Consumer Duty.

You will collaborate across functions to keep standards high and drive continuous improvement, supported by AI-enabled processes. The role requires experience in motor insurance complaints within an FCA-regulated environment, a willingness to lead and develop others, and a