Technical Supervisor

Company: CGIC
Department: Claims
Employment Type: Regular Full-Time
Work Model: Hybrid
Language: Bilingualism in English and French is required.
Additional Information: This/these role(s) is/are currently vacant

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients, and our communities.

Our Claims team aspires to create peace of mind for our clients and our communities. Our national team of knowledgeable and trusted professionals serve our clients with compassion. We are passionate about continuous improvement and operate with high-integrity, motivated by our desire to do the right thing for our clients.

As the Technical Claims Supervisor, you will be accountable for managing the unit operations, providing leadership, coaching, development, and support to the staff to achieve claims objectives. You will be accountable for the leadership in delivering superior client service, employee engagement, meeting claims handling guidelines, controlling expenses, resource planning and people management for the unit.

• Lead and cultivate an inspired working environment that encourages mastery, autonomy, purpose, and resiliency for a diverse team.
• Create a client service culture and embed client engagement into the claim’s operation, inspiring and motivating the claims team to provide the best claims experience in Canada.
• Develop and build service expertise and knowledge in the business operations and remain current on the claims technology to best serve our clients.
• Leverage analytics and partnerships to optimize decision making within the operation and file handling.
• Ensure our major event response is consistent and seamless for the client through support and coordination with the claims leadership teams. (Insert when applicable)
• Provide daily support to claims staff in making sound decisions, policy interpretations, policy violations, quantum, assessment, negotiation, and settlement of claims in accordance with discipline practices, legislation, and company guidelines.
• Ensure the adequacy of manual reserves and implementation of the reserving policy and authorize claim payments and reserves up to $1,000,000.
• Coach and develop your team, recruit and select talent, recognize achievements, and manage performance to develop an agile team and achieve department objectives.

• You build trusting relationships and provide feedback to enable the successful development of your team and colleagues.
• You foster innovation and continuous improvement with a focus on client experience.
• You facilitate the adoption of change and create a high-performance culture through alignment of your team’s work with organizational goals.
• You successfully convey messages and demonstrate openness to exploring alternative points of view.
• You use critical thinking to guide decision making and apply a strategic mindset to adjust business plans based on shifting priorities

• You have seven years of experience in claims, insurance or related business experience.
• You have a post-secondary education.
• You have or are working towards the Fellow Chartered Insurance Professional (FCIP) or Chartered Insurance Professional (CIP).
• You have successful experience in coaching, developing and leading others with a positive focus on teamwork and professionalism, and exhibits a high degree of autonomy and resiliency.
• You have comprehensive knowledge of insurance policies and claims handling practices across all provincial jurisdictions.
• You have understanding and knowledge of a successful contact centre environment. (Please remove if role is not in a contact centre environment).

• You will travel occasionally.
• This role involves direct contact with clients and/or service providers in their environment.
• You will be subject to a Criminal Record and Consumer History background check as a condition of employment, in the event you are the successful candidate.
• This role may require virtual leadership.
• Extended work hours, including evenings and weekends, may be required.
• Rotational shifts outside of standard business hours, Monday through Friday may be required.

• Training and development opportunities to grow your career.
• Flexible work options and paid time off to support your personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Paid volunteer days to give back to your community.
• In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program. 

Salary information​

Expected salary range $60,574 to $100,956

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Salary placement​

“The salary amount for the successful candidate is determined by Co-operators in its discretion and will vary depending on several criteria including but not limited to: local market conditions, geography and relevant job-related factors such as knowledge, skills, qualification, experience and education.”​

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Incentive/Variable pay ​

“Employees may also have the opportunity to participate in incentive programs and earn additional compensation tied to individual and/or business performance, or other business metrics.”​