Team Leader, Accident Benefits (West)

Definity; Vancouver; Hybrid; CAD 88,000 - 138,000; Full time

Benefits offered by this job

Hybrid work schedule

Company share ownership program

Pension and RRSP contributions matched

Job summary

Definity is seeking a Claims Team Leader to guide a team of Claims Representatives in handling auto and property claims with a focus on accuracy and efficiency. You will coach staff, monitor performance, and drive process improvements.

You will lead staffing activities, conduct audits, and collaborate with the SIU team to shape investigation strategies while upholding regulatory requirements and high customer satisfaction.

Qualifications

• Minimum of 5 years' experience in Accident Benefits with a fraud/SIU focus and/or leadership experience.
• Strong analytical, organizational, and interpersonal skills.
• Excellent written and verbal communication; proven coaching and performance feedback abilities.

Responsibilities

• Lead and mentor a team of Claims Representatives to ensure timely, high-quality handling of auto and property claims.
• Monitor claims intake, inventories, file quality, reserves, and service levels against objectives.
• Provide on-the-job training, feedback, and development planning for staff.
• Conduct interviews for vacancies and support staffing decisions.
• Perform audits and implement process improvements to enhance efficiency.

Skills

Leadership

Analytical skills

Communication

Education

University degree or CIP designation

Tools

MS Word

MS Excel

Job description

Job Description

The Claims Team Leader is responsible for leading, coaching, and developing a team of Claims Representatives to ensure the timely, efficient, and high-quality handling of telephone-adjusted auto and property claims. This role provides day-to-day leadership, performance management, and operational support while fostering a collaborative, customer-focused environment.

The successful candidate will monitor claims intake, pending inventories, file quality, reserves, and service levels to ensure business objectives and quality standards are met. They will provide ongoing coaching, mentoring, and performance feedback, identify development opportunities, and support employee growth through training and career development initiatives.

In addition to managing team performance, the Claims Team Leader will analyze workflows and claims processes, implement improvements to enhance operational effectiveness, and contribute to staffing activities, including interviewing and recommending candidates for hire. This role requires a strong claims background, proven leadership capabilities, and excellent analytical, organizational, communication, and relationship-building skills.

What To Expect

• Reporting to the Accident Benefits Manager, you have a fraud focus and will be accountable for the leadership and technical direction of your team relative to efficient handling of all aspects of claims in accordance with the Insurance Act and the Statutory Accident Benefits Schedule.
• You will provide direction on completing detailed investigations of claims where fraud indicators are detected
• You will collaborate with our National SIU Investigations Team to develop investigation strategies
• Provide guidance, on-the-job training, technical instructions and direct leadership to your team relative to performance, productivity, personal conduct and adherence to processes and Corporate policies and procedures.
• Complete audits by reviewing and monitoring claims files and providing effective feedback.
• Foster team development by identifying training opportunities and keeping yourself and team informed of changes to policies and procedures.
• You will provide coaching, mentoring and performance feedback to your team
• Manage expenses and annual operating budget for the team.
• Conduct interviews for vacancies within your team or the line and making recommendations for new hires.
• Other duties as assigned

What You Bring

• University degree in any discipline or a college diploma in a related field or the CIP designation.
• Minimum of 5 years' experience in Accident Benefits with a fraud/SIU focus and/or previous leadership experience.
• Computer proficient in MS Word and Excel
• Professional, friendly and courteous in all interactions, whether with customers or co-workers.
• Perform well in a busy operation and remain calm under pressure.
• Team player adaptable to a changing environment.
• Strong written and verbal communication skills.
• Demonstrated organizational, negotiation, analytical and interpersonal skills are essential.

Salary Range: $88,000 - $138,000

About Us

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.

This position is being posted to fill an existing vacancy.

What’s in it for you?

• Hybrid work schedule for most roles
• Company share ownership program
• Incentive Program - Eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
• Pension and savings programs, with company-matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services

Go ahead and expect a lot — you deserve it.

It’s better here — but don’t take our word for it. Definity was named by Great Place to Work as one of the Best Workplaces in Canada for women, for youth, and for inclusion.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting [e-mail].

Background checks

This role requires successful clearance of background checks (including criminal checks and leadership references).

About The Team

Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.