Manager, National Claims - Service Team

Wawanesa Insurance; Calgary; Hybrid; CAD 110,000 - 150,000; Full time

Job summary

A leading Canadian mutual insurance provider seeks a Manager for the National Claims - Service Team. This role involves overseeing the claims department to deliver a superior customer service experience. Candidates should have over 10 years in claims operations, with at least 5 years in leadership. The position emphasizes strong communication, analytical, and problem-solving skills, as well as a commitment to diversity, equity, inclusion, and belonging. A hybrid work model is offered, with locations across Canada.

Benefits

Annual bonus plan

Generous vacation time

Premium free benefits

Pension plan

Qualifications

• 10+ years of experience in claims operations.
• Minimum 5 years of people leadership experience.
• Excellent written and verbal communication skills.
• Strong strategic thinking abilities.

Responsibilities

• Manage a team of Supervisors with coaching and feedback.
• Ensure service standards adherence in claims operations.
• Implement process improvements for efficiency.
• Act as a liaison between teams for service delivery.

Skills

Leadership

Customer service orientation

Analytical skills

Problem-solving

Bilingualism (French & English)

Education

College diploma or university degree

Chartered Insurance Professional (CIP) designation

Job description

Overview

The Manager, National Claims - Service Team contributes to Wawanesa’s goal of delivering an exceptional and consistent claims service experience by providing leadership to the claims team focusing on the achievement of departmental, regional and corporate key business goals and customer service standards.

As the Manager, Call Center you will provide oversight of the customer care team, driving performance and exceptional customer experience through effective claims management activities.

Job Details

Job ID: 9617

Employment Type: Existing Role

Working Business Language: English. This role will be required to communicate primarily with customers in Canada where the primary business language utilized is English.

Salary: At Wawanesa, salary is only one component of a holistic, comprehensive and competitive offering that we provide to our employees. In addition to salary, full-time and part-time permanent employees are eligible for an annual bonus plan, leave of absence top-up programs and provided with generous vacation time, personal days, premium free benefits and pension plan. The salary offered for this role is determined with consideration to various factors, including but not limited to: your work location, local labour market conditions, external market salary data, internal pay equity and the knowledge, skills, experience and anticipated proficiency in the role. The salary offered is estimated to be within the following range: $110,000- $150,000. Candidates with salary expectations outside of the range are still encouraged to apply.

About Us: At Wawanesa, we offer a hybrid work environment that offers flexibility to our employees in balancing in-office (2 days per week OR 15 hours per week in a Wawanesa office) and remote work. You may work from any of the following locations: Winnipeg, MB; Wawanesa, MB; Vancouver, BC; Calgary, AB; Edmonton, AB; Lethbridge, AB; Toronto (North York), ON; Kitchener, ON; Ottawa, ON; Montreal, QC; Quebec City, QC, Moncton, NB; Dartmouth; NS.

The Wawanesa Mutual Insurance Company (“Wawanesa Mutual”), founded in 1896, is one of Canada’s largest mutual insurers, with over $3.5 billion in annual revenue and assets of $10 billion (CAD). Wawanesa Mutual, with its National Headquarters in Winnipeg, is the parent company of Wawanesa Life, which provides life insurance products and services throughout Canada, and Western Financial Group, which distributes personal and business insurance across Canada. Wawanesa proudly serves more than 1.7 million members in Canada, and we are home to more than 3,300 employees distributed across the Canadian regions and communities where we operate. We give back to organizations that strengthen communities, donating more than $3.5 million annually to charitable organizations, including over $2 million annually in support of people on the front lines of climate change. We are also proud to be recognized as one of Manitoba’s Top Employers. To learn more visit wawanesa.com.

We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.

Job Responsibilities

Leadership & Team Management

• Directly manage a team of Supervisors, providing coaching, development, and performance feedback.
• Foster a culture of collaboration, accountability, and high engagement.
• Ensure adequate staffing, scheduling, and workload distribution across regions.

Operational Oversight

• Oversee day-to-day operations of the Claims Service Team, ensuring adherence to service standards and SLAs.
• Monitor quality assurance metrics and implement corrective actions as needed.
• Collaborate with regional claims leaders to align processes and share best practices.

Strategic Initiatives

• Identify and implement process improvements to enhance efficiency and customer satisfaction.
• Support organizational projects, including technology upgrades, workflow optimization, and training programs.
• Participate in recruitment and onboarding of new team members.

Stakeholder Engagement

• Act as a key liaison between Claims Service Team and other business units.
• Communicate effectively with internal stakeholders to resolve escalations and improve service delivery.
• Remain up-to-date with changes to legislation and trends in the insurance industry.
• Performs other duties as assigned.

Qualifications

• 10+ years of progressive experience in claims operations, including advanced technical expertise.
• Minimum 5 years of people leadership experience in fast-paced claims or call center environments.
• College diploma or university degree
• Chartered Insurance Professional (CIP) designation or equivalent, with commitment to ongoing professional development.
• Strong customer service orientation with empathy and professionalism.
• Excellent written and verbal communication skills.
• Advanced analytical, problem-solving, and strategic thinking abilities.
• Proficiency in time management and organizational skills; ability to prioritize in a dynamic environment.
• In-depth knowledge of policy wordings, corporate guidelines, and claims processes.
• Proven ability to lead and develop high-performing teams.
• Bilingualism (French & English) considered an asset.

Diversity, Equity, Inclusion & Belonging

At Wawanesa, we are committed to Diversity, Equity, Inclusion and Belonging (DEIB) and believe that our strength lies in the diversity of our people – this is supported by having a representative workforce.

We welcome applications from all qualified candidates, including racialized persons, women, Indigenous Peoples, persons with disabilities, members of the 2SLGBTQIA+ community, gender-diverse and neurodiverse individuals, and anyone who can contribute to the further diversification of thought and ideas.

We aim to ensure our recruitment process is accessible to all candidates. If you require accommodations during any stage of the recruitment process, please reach out in confidence to jobs at wawanesa com.

All Wawanesa job applicants are subject to Wawanesa's Privacy Policy.

Please note that this position may involve the use of AI tools to screen, assess, or select applicants. All final decisions are taken or reviewed by human recruiters and human hiring leaders in compliance with all applicable legislation.