Team Leader, Claims

Definity Financial Corporation; Montreal (administrative region); On-site; CAD 80,000 - 110,000; Full time

Benefits offered by this job

Company share ownership program

Pension and RRSP matching

Volunteer days

Tuition assistance

Job summary

Definity Financial Corporation is seeking a Claims Team Leader to guide a team of Claims Representatives in handling telephone-adjusted auto and property claims. You will provide coaching, performance feedback, and development opportunities while ensuring quality, accuracy, and timely processing.

The role requires a strong claims background, leadership skills, and the ability to analyze workflows, manage service levels, and support staffing decisions in a collaborative, customer-focused

Qualifications

• Minimum 5 years of claims experience
• Leadership experience preferred including performance management
• Strong analytical and interpersonal skills are essential

Responsibilities

• Lead a team of Claims Representatives and provide day-to-day direction
• Coach and mentor staff to handle telephone-adjusted auto and property claims
• Monitor intake, inventories, file quality, and service levels to meet objectives
• Analyze workflows and implement improvements to enhance operational effectiveness
• Participate in staffing activities including interviewing and hiring recommendations
• Ensure reserves are maintained to cover losses and align with file quality standards

Skills

Leadership

Coaching

Claims experience

Education

University degree

College diploma

Job description

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.

TheOpportunity

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.

WhattoExpect

• Leading a team of Claims Representatives
• Provide the team with direction and coaching to ensure the efficient handling of telephone adjusted auto and property claims.
• Providing ongoing coaching and mentoring to the team in the management of day-to-day business issues applying Performance Management Cycle model.
• Analyzing, developing and implementing an efficient claims system by monitoring delivery systems, procedures and methods to help improve processes and results.
• Monitoring and Managing new intake and pending analysis.
• Providing coaching and performance feedback to Claims Representatives by reviewing reports, discussing options, and developing action plans.
• Coaching and developing to maintain sufficient reserves to cover losses.
• Coaching and developing the team to achieve Economical claims file quality standards.
• Monitoring and analyzing service levels.
• Fostering staff development by assisting with the selection of staff, conducting performance evaluations, providing ongoing and effective feedback, identifying training opportunities and keeping staff informed of changes to policies and procedures.
• Accountable for the performance management of assigned staff.
• Initiating interviews for vacancies within the unit and makes recommendations for new hires.
• Must be available to work within the hours of 8:00 a.m. to 6:00 p.m.

What youBring

• University degree or College diploma in any discipline

Bilingualism (French and English), both written and spoken is required

• CIP designation would be an asset
• Minimum of 5 years’ claims experience
• Leadership experience is preferred including experience in performance management
• Demonstrated organizational, negotiation, analytical and interpersonal skills are essential

High degree ofproficiencywith Englishrequiredto service customers, both internal to the company and external, across Canada.

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?

• 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 [e-mail].

As part of Definity’s commitment to reconciliation, we acknowledge that our work, meetings, and travel take place on the lands now known as Canada, and recognize the enduring presence, wisdom, and stewardship of the First Nations, Métis, and Inuit peoples who have long cared for these lands.

Background checks

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