Commercial Claims Technical Manager

Job Responsibility:

Work Location:

Markham, Ontario, Canada

Hours:

35

Line of Business:

Product Management

Pay Details:

We're committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.

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TD Insurance is part of TD Bank Group, one of Canada's largest financial institutions. TD Insurance helps protect clients from the ‘accidents of life' with a wide range of products including credit protection, life, health, travel, home and auto insurance. With more than three million clients, TD Insurance authorized products and services are available online, over the phone, and through a network of more than 1,000 TD Canada Trust branches.

In Canada, we have two lines of business, General Insurance and Life and Health. Our General Insurance business is one of the top home and auto insurance groups in Canada and the national leader in group insurance and affinity marketing. Our Life and Health business is the number one provider of critical illness insurance and direct life and health insurance in Canada.

At TD Insurance, we are committed to fostering an inclusive, accessible environment. With a Canada-wide workforce of over 4,000 employees and offices in Atlantic Canada, Quebec, Ontario and Alberta, our company is always growing and can help you to grow. TD Insurance offers a stable and dynamic work environment where talent is appreciated and professional development is taken seriously. More than just a job, we offer rewarding careers.

The Commercial Claims Technical Manager will support the growth and development of our small business insurance segment. They will be responsible for leadership and subject matter expertise in a wide range of projects and day to day business needs to enable industry leading claims experiences. The Commercial Claims Technical Manager will also be a steward of the claims organization's standards ensuring consistency, sustainability and quality outcomes. In this role, the Commercial Claims Technical Manager will collaborate with:

• Small Business insurance leadership and business delivery teams

• Next Evolution of Work (scaled agile) product groups

• CFLVS Leadership team and business units (Claims Operations , Vendor Management, Special Investigations, Staff Legal, etc.)

• Business Line Committee chairs and members

• Non-claims business units (Business Operations Control, Underwriting, Product, Data Analytics and Insights, etc.)

• Shared Services (Customer Strategy, Claims Support Services, etc.)

• Other project & initiative leaders

• External agencies and organizations (IBC, Professional associations, Regulatory and Government, etc.)

· Contribute to strategy development, business planning and initiative execution

· Support the business with defining the business need or problem, identifying potential solutions and evolving the claims adjudication process

· Ensure timely interpretation of existing and new legislative requirements and jurisprudence; communicate changes within department and to appropriate stakeholders.

· Proactively monitor market changes and competitor offerings, assess current and future client needs and evaluate effectiveness in responding to changing conditions.

· Analyze and report impacts to customers, stakeholders, employees, process, technology and budgets of selected solutions.

· Support development of a solution implementation or project plan, considering constraints, dependencies and strategic drivers.

· Support the development of business cases, RFI/RFPs with vendors where required.

· Develop efficient and effective solutions through analytical problem solving - breaking down business issues into smaller components and tracking the implications of a situation step by step.

· Adhere to existing TD methodologies including TD Scaled Agile and support Human Centred Design and Six Sigma methodologies such as Process Improvement/ DMAIC or Design for Six Sigma DFSS.

· Initiate and execute approaches to improve claims operations from a technical perspective, including Total Cost Management and Operational Risk management. Develop and encourage change for claims services and foster continuous improvement and new ideas, adopting Best Practices. Understand and clarify work packages of each assigned initiative within project constraints (time, cost, people resources) and maintain a customer-centric approach

· Take ownership and complete Technical Manager work packages through collaboration with multiple stakeholders to prepare for operational readiness, managing deadlines and demonstrate agility by adjusting to changing work priorities. Operational readiness includes, but is not limited to, elements related to people change management, training, communication, premises or cost centre moves, reporting, stabilization and Day 2 maintenance.

· Communicate progress on Technical Manager work packages, including Requirements Management, in a concise and timely manner, escalating issues to manager and partners where appropriate.

· Help identify scope and resolve issues impacting risk, controls, compliance, and regulatory policies resulting from initiatives. May have accountability to lead completion of necessary compliance/new process assessment templates.

· Design and implement internal processes (policies and procedures) required by the operations to control indemnity and expense leakage and ensure adequacy of department case reserves.

· Own content of training materials and may plan and facilitate training sessions for claims operations nationally.

· Understand, challenge, categorize and document detailed requirements; work with the business to prioritize requirements with the goal to achieve first time right requirements.

· Contribute to a positive work environment by sharing knowledge and Technical Manager best practices, documenting closure/lessons learned document and sharing workload capacity when available.

Job Requirements

• 5 - 7 years relevant and progressively more responsible commercial claims work experience

• Solid technical knowledge in the policy, procedure, principles & practices for commercial claims is required, with experience within personal lines being an additional asset

• Insurance business management experience

• Effective communication skills including facilitation, consultation, negotiation, persuasion, presentations and ability to translate strategy into action

• Robust organizational skills with the ability to work in a fast paced environment and manage multiple deadlines and priorities

• Ability to work collaboratively in a team setting

• Seen as a high potential leader that drives for results

• Ability to champion the Customer perspective

• Ability to lead in the development of business cases and delivery of measurable financial results

• Ability to apply sound change management disciplines in a leadership role that deals primarily through influence, coaching and providing support

• Strong relationship builder, ability to build strategic relationships

• Demonstrated ability to motivate, coach, counsel and train staff at all levels of the organization

• Post secondary degree and/or diploma

• CIP/FCIP designation an asset

• Knowledge of TDI claims management practices, company operations and policies an asset

• Bilingual in French is an asset

Skills

· Analytical Skills

· Business Intelligence

· Computer Skills

· Customer Service

· Effective Communication

· Emotional Intelligence

· Negotiation Skills

· Public Speaking

· Research

· Business Writing

· Creativity & Innovation

· Intellectual Intelligence

· Organizational Intelligence

· Presentation Skills

· Time Management

· Relationship Management

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing - and so will you.

Our Total Rewards Package Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information: We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD - and we're committed to helping you identify opportunities that support your goals.

Training & Onboarding We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process. We look forward to hearing from you!

Language Requirement:

N/A.