Travel Claims Manager

Title:
Travel Claims ManagerLocation:
Hamilton Ontario, (Hybrid opportunity, 3 days in the office)THE OPPORTUNITYA growing insurance organization is seeking a
Travel Claims Manager
to lead their expanding travel claims operation. This is a newly created leadership position reporting to the Vice President of Operations, driven by significant growth in their US TPA business.
You'll oversee a dynamic team of approximately 30 claims professionals, including 3 team leads, who handle travel insurance claims for a major US insurer client. This young, university-educated team requires a hands-on leader who can provide mentorship, drive operational excellence, and implement innovative solutions to enhance efficiency.
The role focuses on managing various travel claims including cancellations, delays, medical emergencies, baggage issues, and student accidents. While these claims are typically straightforward and short-term in nature, success requires strong leadership capabilities, excellent relationship management skills, and experience implementing process improvements and technology solutions.
WHAT YOU'LL DOLead and Develop Your Team
Provide direct coaching and mentorship to claims examiners and team leads
Develop team leads into supervisors through hands-on guidance
Build a high-performing culture focused on quality, efficiency, and continuous learning
Handle complex escalations and support individual team members with challenging files
Drive Operational Excellence
Manage daily claims operations ensuring adherence to KPIs and service standards
Champion process improvements to increase efficiency and reduce cycle times
Lead implementation of e-claims systems and AI-powered tools
Oversee litigation files and ensure regulatory compliance across all activities
Manage Key Relationships
Collaborate with US client representatives (major insurer) on service delivery
Partner with VP of Operations on strategic client matters
Work cross-functionally with training, customer service, and product teams
Ensure policy interpretation aligns with client requirements and regulatory guidelines
Ensure Quality and Compliance
Review claims for coverage determination and financial liability assessment
Maintain comprehensive reporting on claims metrics, trends, and outcomes
Stay current on travel insurance regulations and industry best practices
Uphold documentation standards for audit and compliance purposes
WHAT YOU BRINGExperience Requirements
10+ years of progressive claims leadership experience with proven results
Track record managing teams in high-volume, fast-paced environments
Demonstrated ability to manage and develop supervisors or team leads
Strong background in process improvement and system implementation initiatives
Experience with claims technology platforms and automation tools
Preferred Background
Health, accident, or benefits claims experience, will be considered
Third Party Administrator (TPA) environment experience is nice to have
Exceptional leadership and people development capabilities
Strong communication and interpersonal skills for client and team engagement
Analytical mindset with excellent problem-solving abilities
Hands-on management approach with willingness to work directly with team members
Customer-centric philosophy with commitment to service excellence
Ability to remain composed under pressure while managing competing priorities
Compensation : Competitive salary, bonus, benefits, Group RSP#J-18808-Ljbffr