Claims Manager, Automobile Personal Lines Physical Damage Claims - Waterloo

Zurich Canada; Southwestern Ontario; Hybrid; CAD 110,000 - 150,000; Full time

Benefits offered by this job

Hybrid work model

Competitive compensation package

Job summary

Zurich Canada is seeking a Claims Manager for Automobile Personal Lines Physical Damage Claims in Waterloo. You will lead a team of technical claim professionals, drive performance metrics, and ensure high-quality service across Ontario and Quebec policies.

Hybrid work requires three in-person days weekly, with travel up to 25%. The role demands 5+ years in Automobile Claims, people management, and strong data/analytic skills, with CIP or progress toward CIP favored.

Qualifications

• 5+ years of experience in Automobile Claims
• Bachelor’s Degree and 5+ years of experience in Automobile Claims
• High School Diploma or Equivalent and 8+ years of experience in the Claims area
• 2+ years of people management experience
• 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

Responsibilities

• 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.

Skills

People management

Customer service

Microsoft Office

Data analysis

Training and presentation

Travel up to 25%

Bilingual (French/English)

Education

Bachelor’s Degree in Claims

High School Diploma or Equivalent

CIP designation

Tools

Microsoft Office

Job description

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.

What you will do

• 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.

Job Qualifications - What You Bring To The Table

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

At Zurich Canada, we are committed to pay equity. We determine compensation based on objective criteria such as skills, experience, and internal equity. The salary range for this position is $110,000 – $150,000. This range reflects the expected pay for the role across Canada and may vary depending on factors like office location, specific responsibilities, and individual qualifications. As required by local law, Zurich provides in good faith a reasonable compensation range, but starting salaries may exceed this range based on a candidate’s skills and experience.

Our Culture

• At Zurich, we are proud of our culture. We are passionate about Diversity, Inclusion, Equity and Belonging (DIEB). We want you to bring your whole self to work, and we want our employees to be reflective of the communities in which we live and work. Our DIEB initiatives are creating an environment where everyone feels welcome.
• We have a collaborative culture where diversity of thought is valued. We value your input and strive to give our employees the tools they need to make an impact.
• We care about our employees’ well‑being and offer a comprehensive health/benefits plan with varying levels of coverage to suit your specific needs and a competitive total compensation package.
• We understand how important it is to rest, recharge and do the things you love. At Zurich, all employees receive a minimum of four weeks of vacation per year to do just that.
• We also understand that employees require time off for personal reasons. Maybe you have an appointment during a workday, a cultural or religious holiday you would like to observe, or you need time off to focus on your mental health. Zurich employees receive four personal days per year to be used at their discretion.
• We are committed to continuous improvement and offer access to a comprehensive range of training and development opportunities.
• We care about our communities. Our communities are where our customers, people, and shareholders live and work. While we can be proud of the contribution to society Zurich makes through our core business of insurance, we must also give back to our communities through our talent, time and resources.
• We have won numerous awards for our workplace culture. We are proud to be one of Greater Toronto’s Top Employers and to have received Insurance Business Canada’s 5‑Star Diversity, Equity and Inclusion Award.

Make a difference. Be challenged. Be inspired. Be supported. Love what you do. Work for us.

About Us

Zurich Canada is part of the Zurich Insurance Group, a multi-line insurer with approximately 55,000 employees worldwide serving customers in global and local markets. Zurich Canada has been a leading insurance provider serving mid‑sized and large companies, including multinational corporations, in the Canadian commercial market for 100 years. With over 900 employees in offices across the country, Zurich offers the global strength of a top insurance provider combined with in-depth knowledge of industries and local markets. Zurich Canada aspires to be risk management professionals’ first choice as their premier partner to help meet the risk challenges of today and tomorrow. Read more at www.zurichcanada.com.

A future with Zurich

Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 148 years of experience managing risk and supporting resilience. We are a leading provider of commercial property‑casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. Today, we serve more than 25 industries, from agriculture to technology and insure 90% of the Fortune 500®. Our growth strategy is not limited to our business. As an employer, Zurich strives to provide ongoing career development opportunities and foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our people, our customers and the communities we serve.

As a global company, Zurich recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers’ expectations. Zurich is committed to providing a diverse, inclusive and barrier‑free environment resulting in an accessible organization for employees, customers, and other parties who interact with, or on behalf of, Zurich. We strive to achieve a workplace