About this role
What we do every day to be our very best Every day at Securian Canada means a day spent helping Canadians and their families build secure tomorrows. We’re agile and innovative, and we aren't afraid to challenge and create, or bring diverse perspectives to our work.
Who we need As Manager, Claims Contact Centre Operations, you will be responsible for leading the Claims Contact Centre team, driving individual and team performance, ensuring timely and accurate claim intake and customer support, and producing operational reports for stakeholders, including the Claims Leadership team. In addition to delivering strong results within the Claims Contact Centre, you will represent Claims Operations when working with internal and external partners and contribute to business analysis, quality assurance, training, and continuous process improvement across the end-to-end customer claims experience.
The base salary range for this position is between $65,000 to $85,000 depending on experience. Details of our additional benefits are outlined below.
This job posting is for an existing vacancy. Only one position is available.
However, it may be based in multiple locations: Toronto (ON) or Montreal (QC). This is a hybrid position. The team works out of our Montréal and Toronto offices and currently comes into the office approximately once a month.
- Through effective leadership and coaching, ensure each claims interaction (e.g., first notice of loss, status inquiries, document collection) is handled as an opportunity to deliver a best-in-class customer experience.
- Develop and share claims subject matter expertise (products, coverages, intake requirements, key systems, customer inquiries) to continuously improve team capability and stakeholder outcomes.
- Handle claims customer service escalations, exercising sound independent decision making and creating “win-win” solutions, Monitor individual performance and tailor 1:1 coaching to improve claims intake accuracy, compliance, customer outcomes, and productivity.
- Leverage leadership through team engagement programs that support a customer centric claims culture.
- Partner with the Claims Leadership team to optimize staffing, schedules, and off-phone activities to meet claims demand patterns and service level targets across all intake channels.
- Meet or exceed the claims contact centre KPIs including service level, abandonment rate, average speed of answer, average handle time, quality scores, complaint resolution timelines, and claim intake accuracy/completeness.
- Produce operational, quality, and customer experience reporting at a regular cadence (e.g., volumes, adherence, backlog, rework/defects, and root causes) for the team, management, and other stakeholders.
- Ensure consistent adherence to claims controls and compliance requirements (e.g., privacy, documentation standards, escalation protocols, fraud awareness) while empowering people and embodying the principles of Diversity, Equity, and Inclusion.