Claims Manager, London Market TPA

Crawford & Company; Toronto; Hybrid; CAD 100,000 - 130,000; Full time

Benefits offered by this job

Performance pay

Retirement options

Benefits package

Flexible work options

Training & scholarships

Home office allowance

Volunteer time

Job summary

Crawford & Company in Toronto is seeking an experienced Claims Manager to lead the London Market TPA claims team and drive high-quality outcomes for clients and policyholders.

You will provide day-to-day leadership, technical oversight, and develop your team while strengthening client relationships and ensuring claims are handled according to client expectations and delegated authority.

Qualifications

• Experience in London Market, Lloyd’s, TPA or delegated-authority claims.
• Proven leadership and accountability for team performance.
• Strong client-facing and reporting capabilities.

Responsibilities

• Lead claims delivery across London Market TPA accounts with oversight of assignments, workload, and reserves.
• Coach supervisors and adjusters, provide feedback, and establish accountability for quality and service.
• Oversee file reviews, audits, and client reporting to improve consistency.
• Build trusted client partnerships with insurers, brokers and coverholders.
• Translate claims data into actionable insights for risk and improvement.
• Monitor billing, expenses, and time recording to support financial performance.

Skills

London Market Claims

People leadership

Client relationship

Commercial judgment

Education

Bachelor’s degree or equivalent

CIP designation preferred

Job description

Job Description

Lead a talented claims team. Strengthen London Market relationships. Deliver service that makes a difference.

We’re looking for an experienced Claims Manager to lead our London Market TPA claims team. This is an opportunity to combine your technical claims expertise, leadership skills and client focus to deliver high-quality outcomes for our clients and their policyholders.

As Claims Manager, you’ll provide day-to-day leadership and technical oversight while developing your team, strengthening client relationships and driving consistent, efficient claims delivery. You’ll work closely with London Market insurers, managing agents, brokers and coverholders, ensuring claims are handled in accordance with client expectations, account instructions and delegated authority.

This is a flexible, hybrid role based in the Greater Toronto Area.

This role offers an annual salary range of $100,000 to $130,000 based on a 35-hour work week. In addition, this role is eligible for an annual discretionary bonus, along with other perks and benefits listed below.

Responsibilities

• Lead claims delivery. Provide technical and operational oversight across London Market TPA accounts, including claim assignment, workload management, complex claims, escalations, reserves and delegated authority.
• Develop and empower your team. Coach and develop supervisors and adjusters, provide meaningful feedback, identify training needs and create clear accountability for quality, service and performance.
• Champion quality. Oversee file reviews, audits, client reporting and operational controls, using findings and trends to strengthen claims handling and improve consistency.
• Build strong client partnerships. Develop trusted relationships with insurers, managing agents, brokers and coverholders. Lead client meetings and stewardship discussions, resolve service issues and help identify opportunities to strengthen and grow our partnerships.
• Turn information into action. Oversee client reports, bordereaux and management information, using claims data and operational trends to identify risks, priorities and opportunities for improvement.
• Support strong financial performance. Maintain appropriate oversight of billing, expenses, time recording and accounts receivable while helping ensure additional client requirements and services are appropriately identified.
• Drive continuous improvement. Look beyond immediate issues to identify ways to improve workflows, reporting, controls and technology, creating a more proactive and sustainable claims operation.

Qualifications

Our strongest candidates will bring three things:

London Market Claims Expertise (preferred, But Not Mandatory)

Significant experience within London Market, Lloyd’s, TPA or delegated-authority claims, along with a strong understanding of account instructions, delegated authority and client reporting.

Proven people leadership

Experience leading and developing claims professionals, providing technical guidance, managing performance and creating a culture of ownership and accountability.

Strong client and commercial judgment

The ability to build trusted client relationships, confidently manage escalations and use claims and operational information to drive better service and business outcomes.

In Addition, You’ll Bring

• A bachelor’s degree or equivalent combination of education and experience.
• Approximately 10 years of relevant claims or technical experience.
• CIP designation preferred.
• Ability to obtain adjusting licenses in multiple provinces.
• Strong technical claims, organizational and decision-making skills.
• Excellent communication and relationship-building skills.
• The ability to balance immediate priorities with longer-term operational objectives.
• A valid driver’s license as some local travel is expected for meetings and conferences.

What Success Looks Like

During your first three to six months, you’ll build strong relationships with your team and key clients, develop a clear understanding of account requirements and operational priorities, and establish consistent rhythms around quality, reporting, coaching and client engagement.

You’ll help strengthen accountability within the leadership team, improve visibility into claims and service performance and identify practical opportunities to improve how the operation works.

Over time, your impact will be seen in a confident and capable team, strong technical and operational discipline, trusted client relationships and a more proactive approach to managing our London Market TPA business.

How We Work

This is a hands-on, collaborative environment where no two days are exactly alike. You’ll move comfortably between complex claims, team leadership, client conversations and operational priorities.

We’re looking for someone who is approachable and supportive, but comfortable creating accountability. Someone who can step in when their expertise is needed while empowering supervisors and adjusters to own decisions at the appropriate level.

Most importantly, you’ll bring sound judgment, curiosity and a continuous-improvement mindset, looking not only at what needs attention today, but at how we can make our people, processes and client experience stronger for tomorrow.

About Us

At Crawford, your work has purpose. Every claim represents a person facing a difficult moment, and the support we provide helps restore lives, businesses, and communities.

We empower employees to grow, lead, and innovate in careers that make a real difference. If you're looking to build your future with an industry leader while doing meaningful work, Crawford offers the opportunity to do both.

With employees in more than 70 countries, we combine global reach with a shared culture grounded in purpose, values, and collaboration. Learn more at www.crawco.com

Why Crawford?

Our Total Rewards Package Is Designed To Support Your Well-being, Recognize Your Contributions, And Help You Keep Growing. In Addition To Competitive Compensation, We Offer

• Performance-based pay and incentive plans that recognize excellence.
• Retirement savings options, including pension, group RRSP, TFSA, and an Employee Stock Purchase Plan.
• Benefits that support your financial, physical, and mental well-being.
• Flexible work options that support work-life balance, including shortened work weeks, phased retirement, and generous time away.
• Training, development, and scholarship programs that support continuous learning, career growth, and education at various career stages.
• Additional support, including home office allowance, employee referral bonuses, relocation support where applicable, and corporate discounts.
• Paid volunteer time and sustainability initiatives that help give back to the communities where we live and work.
• A culture built on respect, collaboration, inclusion, and entrepreneurial spirit.