Team Lead, Commercial Claims (Remote First)

About Zensurance

Zensurance is redefining commercial insurance for Canadian businesses through a digital‑first experience. Our platform combines advanced technology with deep industry expertise to deliver tailored insurance solutions that help businesses thrive. Recognized for rapid growth, we value ownership, collaboration, and innovation.

Team Lead, Claims

Reporting to the Practice Leader of claims and compliance, the Team Lead of Claims will manage a team of claims brokers, improve systems and processes, and deliver client‑focused advice and guidance throughout the claims lifecycle.

Responsibilities

• Support and advise clients when they report a claim.
• Provide empathy, sensitivity, and insurance expertise when working with clients who have suffered a loss.
• Manage and maintain open claims.
• Serve as a liaison with third‑party vendors and follow up on any non‑resolved abeyances.
• Assist with the administration and maintenance of the claims document management system.
• Support creation, revision, and review of controlled documents such as process flows, job aids, guides, and lesson plans related to the claims process.
• Advocate for the client during the claims process, escalating when necessary.
• Adopt a proactive approach to problems and issues, working ahead of potential challenges.
• Assist the customer experience team in their activities.
• Lead the team to exceed company targets by conducting performance meetings and impactful performance plans.
• Conduct one‑on‑one meetings with direct reports to discover action items and improve performance.
• Shadow team members and coach them to lift performance to desired levels.
• Assist in onboarding and training new talent and set them up for success.

Qualifications

• Valid provincial broker’s license is preferred.
• 5+ years of commercial lines insurance experience.
• 5+ years of claims experience as a broker or adjuster.
• 1+ years of people leadership experience.
• Ability to provide empathy and sensitivity during difficult conversations.
• Clear communication with clients in a concise manner.
• Attention to detail and demonstrated flexibility managing multiple clients simultaneously.
• CRM, CAIB, or CIP designations are an asset.

Benefits & Perks

• Remote‑first setup for added flexibility.
• Home office allowance and all necessary tech equipment.
• Flexible health and dental plans for families, including mental health support.
• Education assistance reimbursement for courses, conferences, books, and memberships.
• Weekly remote huddles to share updates and connect across teams.
• Virtual & in‑person team‑building events to strengthen our culture.