Manager, Dispute Resolution - Accident Benefits

Co-operators; Guelph; Hybrid; CAD 91,000 - 152,000; Full time

Benefits offered by this job

Training and development

Flexible work options

Paid time off

Well-being programs

Volunteer days

Total rewards package

Job summary

CGIC is seeking a Manager, Dispute Resolution – Accident Benefits in a hybrid role. You will lead a team of dispute resolution professionals, providing strategic guidance on LAT matters, and shaping dispute resolution strategies to achieve optimal and cost-conscious outcomes for clients and the organization.

You will analyze legal and claims data to identify trends, collaborate with Claims and Internal Legal, and drive continuous improvement across the claims function while maintaining strict

Qualifications

• Seven years of experience in insurance or a related field.
• Post-secondary degree; FCIP or CIP designation.
• Proven leadership experience with team development, coaching, and performance management.
• Expert knowledge of Ontario Accident Benefits claims, dispute resolution practices, applicable legislation, and evolving case law.
• Strong analytical, negotiation, and problem-solving skills with ability to assess risk and guide outcomes.
• Excellent relationship-building and communication skills; advanced proficiency in Microsoft Office, claims technologies, and business systems.

Responsibilities

• Lead and develop a team of dispute resolution professionals, including recruitment, performance management, workforce planning, coaching, employee development, and fostering a high-performing environment.
• Provide strategic and technical leadership for Accident Benefits disputes, overseeing LAT matters, guiding dispute resolution strategies, supporting negotiations, ensuring timely and cost-conscious outcomes.
• Analyze dispute, legal, and claims data to identify trends, risks, leakage, opportunities, and emerging industry developments; make recommendations to strengthen handling and legal strategy.
• Develop and deliver training and reference materials to enhance knowledge of LAT processes, dispute resolution practices, and regulatory requirements across claims teams.
• Collaborate with internal and external stakeholders—Claims, Internal Legal, Vendor Management for External Legal and other partners—to drive continuous improvement initiatives and support strategic projects.

Job description

Company: CGIC

Department: Claims

Employment Type: Regular Full-Time

Work Model: Hybrid (2 days in office)

Language: This role operates in English.

Additional Information: This/these role(s) is/are currently vacant

The Opportunity

We are a leading Canadian financial services cooperative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients, and our communities.

As the Manager, Dispute Resolution – Accident Benefits, you will provide people leadership and technical guidance to a specialized team responsible for the dispute resolution of Accident Benefits claims.

You will also be responsible for operational oversight, performance management, analysis of dispute outcomes, identification of emerging trends, and the development of strategies that support continuous improvement. Through your leadership, you will help strengthen our legal approach, reduce dispute-related costs, and support the successful execution of our Claims Strategy while delivering exceptional outcomes for our clients and the organization.

How You Will Create Impact

• Leading and developing a team of dispute resolution professionals, including recruitment, performance management, workforce planning, coaching, employee development, and fostering a positive, high-performing work environment.
• Providing strategic and technical leadership for Accident Benefits disputes, overseeing complex LAT matters, guiding dispute resolution strategies, supporting negotiations, and ensuring effective, timely, and cost-conscious claim outcomes.
• Analyzing dispute, legal, and claims data to identify trends, risks, leakage, opportunities, and emerging industry developments, and make recommendations that strengthen claims handling practices, client outcomes, and legal strategy.
• Developing and delivering training, coaching, and reference materials to enhance organizational knowledge of LAT processes, dispute resolution practices, claims handling philosophy, and legislative requirements across claims teams.
• Collaborating with internal and external stakeholders, including Claims, Internal Legal, Vendor Management for External Legal and other internal and external partners to drive continuous improvement initiatives and support strategic projects.

How You Will Succeed

• You build trusting relationships and provide feedback to enable the successful development of your team and colleagues.
• You foster innovation and continuous improvement with a focus on client experience.
• You facilitate the adoption of change and create a high-performance culture through alignment of your team’s work with organizational goals.
• You successfully convey messages and demonstrate openness to exploring alternative points of view.
• You use data and critical thinking to guide decision making.

To Join Our Team

• You have seven years of experience in insurance or a related field.
• You have a post-secondary degree. You have or are working towards the Fellow Chartered Insurance Professional (FCIP) or Chartered Insurance Professional (CIP) designation.
• Proven leadership experience with a strong understanding of management practices, team development, group dynamics, and the ability to coach, mentor, and lead high-performing teams in a collaborative and professional environment.
• Expert knowledge of Ontario Accident Benefits claims, dispute resolution practices, applicable legislation, and evolving case law, with the ability to interpret and apply complex regulatory frameworks and policy provisions to highly complex claims situations.
• Strong analytical, critical thinking, negotiation, and problem-solving skills, with demonstrated ability to assess risk, evaluate evidence, develop sound strategies, and influence successful outcomes in complex claim and dispute matters.
• Exceptional relationship-building and communication skills, combined with advanced proficiency in Microsoft Office, claims technologies, and business systems, and a demonstrated commitment to continuous improvement, operational excellence, and delivering superior client and business outcomes.

What You Need To Know

• You are required to have your own vehicle, valid driver’s license and insurance.
• You will provide support to clients who are experiencing a personal or financial loss. A high degree of confidentiality and discretion is required.
• As a leader, strict confidentiality is required with respect to sensitive matters and employees’ personal information.
• You will be subject to a Criminal Record and Consumer History background check as a condition of employment, in the event you are the successful candidate.

What’s in it for you?

• Training and development opportunities to grow your career.
• Flexible work options and paid time off to support your personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Paid volunteer days to give back to your community.
• In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.

Salary information

Expected salary range $91,058 - $151,764 (min-max, full range).

Salary placement

The salary amount for the successful candidate is determined by Co-operators in its discretion and will vary depending on several criteria including but not limited to: local market conditions, geography and relevant job-related factors such as knowledge, skills, qualification, experience and education.

Incentive/Variable pay

Employees may also have the opportunity to participate in incentive programs and earn additional compensation tied to individual and/or business performance, or other business metrics.