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Senior Manager, Claims

Markham, ON

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Company Overview

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Department Overview

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.

Job Description

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.

KEY ACCOUNTABILITIES


Customer Experience

  • 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.


Leadership

  • 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.

Business Results

  • 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.

CROSS-FUNCTIONAL RELATIONSHIPS

  • Business Operations Control

  • Claims Advisors

  • Claims People Managers

  • Claims Performance Team

  • Legal Services, Claims Legal Services, External Legal Counsel

  • Reserve Integrity Team

  • Shared Services

  • Special Investigations Unit

  • Vendors

Requirements

Change Leadership

Expert

Emotional Intelligence

Expert

Impact and Influence

Expert

Delegation

Expert

Build for the Future-Developing Others/Talent Management

Expert

Continuous Improvement Process Mgmt./Improvement

Expert

Culture Builder

Expert

Performance Management (Coaching, Accountability)

Expert

Time Management/ Planning & Organizing Balance Stakeholder Needs

Expert

Communicating with Regulators

Expert


Licensing
Provincial licensing as required

Education
Post-secondary education or equivalent work experience
CIP preferred

Hours

35

Inclusiveness

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.


Requirements

Level of education

undetermined

Diploma

In progress

Work experience (years)

undetermined

Written languages

undetermined

Spoken languages

undetermined