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TDI GI Claims Department is responsible for delivering a legendary customer experience through simple, fast and fair claims resolution while ensuring financial results by focusing on the customer experience, strong risk management, a well-run operating model, manage claims severity and financial results and foster an extraordinary work environment.
The Senior Manager of Auto PD Claims oversees the activities of Team Managers of our Ontario Auto Centers. This role leads, coaches and develops people managers and claims advisors to deliver on key performance metrics and personal development objectives. The Senior Manager is also accountable for maintaining a healthy risk management culture in cooperation with strategic partners. They demonstrate leadership aligned with TDBG's Shared Commitments. The Senior Manager also demonstrates due diligence to support the accuracy of all reserves and compliance with regulatory requirements.
Consistently meet or exceed the needs of the customer by managing customer calls and resolving complaints while balancing the needs of the customers and those of the organization.
Pro-actively work collaboratively with internal and external partners to ensure to deliver legendary customer experiences and strong severity management.
Participate in the identification of customers’ complaints root causes and implement corrective actions.
Contribute to a positive working environment.
Establish and maintain effective relationships with key partners.
Leverage diversity as a competitive advantage, drive the cultural environment forward, anticipate change and mitigate risks that could negatively impact the TD Culture, and develop people strategies that continuously enhance TDs unique and inclusive culture.
Make an impact through change by navigating complexity and finding connections that result in clarity and direction for employees.
Provide direction and communicate a clear vision.
Effective remote leadership capabilities
Develop and Manage the Team/Teamwork
Demonstrate flexibility to be able to change activities based on customer and business needs.
Actively participate in the performance management process.
Meet professional/personal development objectives by utilizing learning maps and external courses as required.
Actively participate in and lead peer coaching and training.
Provide guidance and coaching to team members.
Maintain awareness of industry and regulatory developments in order to ensure timely Company preparedness for such developments.
Demonstrate strong and effective change management skills
Ensure performance management and development of the team and take the appropriate action.
Communicate productivity objectives to managers and individual contributors and contribute to the achievement of business objectives by meeting or exceeding individual and group targets.
Assess and mitigate risks and escalate them as required.
Ensure accurate and timely reserving of claims.
Approve payments and reserves within authority, and appropriately escalate those outside of authority.
Internal Practices and Processes
Contribute to the business objective for Operational Excellence by adhering to mandatory compliance and audit requirements.
Understand and ensure compliance with business operation policies/procedures and legislation.
Be knowledgeable of and ensure compliance with company and industry codes of conduct.
Ensure necessary due diligence to support the proper operation of the Auto PD Claims Group.
Implement best practices from other teams and operations.
Implement innovation to improve the working environment.
Ensure Advisors strictly adhere to the code of business conduct and regulatory requirements.
Business Operations Control
Claims People Managers
Claims Performance Team
Legal Services, Claims Legal Services, External Legal Counsel
Reserve Integrity Team
Special Investigations Unit
Impact and Influence
Build for the Future-Developing Others/Talent Management
Continuous Improvement Process Mgmt./Improvement
Performance Management (Coaching, Accountability)
Time Management/ Planning & Organizing Balance Stakeholder Needs
Communicating with Regulators
Provincial licensing as required
Post-secondary education or equivalent work experience
At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.