Director of Operations, Contractor Connection

Crawford & Company; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

A respected insurance firm is seeking a Director of Operations to ensure cross-department collaboration and lead a large team. Key responsibilities include developing performance metrics, managing expenses, and implementing operational strategies aligned with company goals. The ideal candidate has over 10 years of leadership experience and strong decision-making skills. This is a full-time role that offers competitive compensation and benefits.

Benefits

Performance-based pay

Benefits supporting wellness

Continuous learning programs

Qualifications

• Minimum 10 years of leadership experience, including process improvements.
• Knowledge of contracting, restoration, or property adjusting is a plus.
• Valid driver's license required.

Responsibilities

• Ensure cross-department collaboration and workflow impact analysis.
• Develop and track key performance metrics for all departments.
• Lead and mentor a large team, ensuring succession planning.

Skills

Leadership experience

Decision-making skills

Critical thinking

Communication skills

Ability to manage multiple priorities

Education

Post-secondary education in a related field

CIP designation

Tools

Xactimate/XactAnalysis

Job description

Director of Operations, Contractor Connection

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Responsibilities

• Ensure cross-department collaboration and workflow impact analysis.
• Develop and track key performance metrics for all departments.
• Report on performance objectives and KPI progress.
• Perform quality audits in each department.
• Participate in budget development and execution.
• Oversee Platforms A / R, Collections, and DSO.
• Manage expenses according to plans and guidelines.
• Oversee billing processes including Contractor Connection, Call Centre, and Desk Reviews.
• Organize industry conferences such as RESTORE.
• Implement operational strategies aligned with company goals.
• Coordinate with international teams on technology initiatives.
• Lead and mentor a large team, ensuring succession planning.
• Identify process improvements to boost productivity and reduce costs.
• Develop project plans and monitor progress.
• Explore and present technology solutions with ROI analysis.
• Collaborate with operational leaders on dashboards and KPIs.
• Update call center scripting as needed.
• Implement digital solutions for clients, including testing.
• Build and maintain client relationships to support retention and growth.
• Identify opportunities to expand services and enhance client value.
• Work with sales on proposals and strategic pursuits.
• Lead client onboarding from an operational perspective.
• Handle escalations and ensure timely resolutions.
• Represent the company at industry conferences and generate new business.
• Provide insights on market trends and client needs.

Qualifications

• Minimum 10 years of leadership experience, including process improvements.
• Knowledge of contracting, restoration, or property adjusting is a plus.
• Post-secondary education in a related field.
• CIP designation is advantageous.
• Strong decision-making, critical thinking, and communication skills.
• Ability to manage multiple priorities and lead teams of varying sizes.
• Strategic, analytical, and entrepreneurial mindset.
• Proficiency with client management and experience with Xactimate/XactAnalysis is a plus.
• Valid driver’s license required.

About Us - Why Crawford?

Because a claim is more than a number — it’s a person, a child, a friend. It’s anyone who looks to Crawford on their worst days. And by helping to restore their lives, we are helping to restore our community – one claim at a time.

At Crawford, employees are empowered to grow, emboldened to act, and inspired to innovate. Our industry-leading team pioneers new solutions for the industries and customers we serve. We’re looking for the next generation of leaders to join us.

We come from over 70 countries and speak dozens of languages, reflecting the global fabric of the audience we serve. Though our reach is vast, we operate as One Crawford: united in purpose, vision, and values. Learn more at www.crawco.com.

Our total compensation includes:

• Performance-based pay and incentives
• Benefits supporting financial, physical, and mental wellness
• Continuous learning and career development programs
• Sustainability initiatives supporting communities
• A culture of respect, collaboration, entrepreneurial spirit, and inclusion

Seniority level: Director

Employment type: Full-time

Job function: Management

Industry: Insurance

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