Manager Claims Services

Requisition ID: 42075 

Organization

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable cities and is working towards being the greenest city in the world. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.
 

Relationships Main Purpose and Function

The Manager, Claims is responsible for managing all lines of business (1st party and 3rd party) claims and subrogation for the City and ensuring that effective claims management processes are in place to minimize financial losses and mitigate risks. The incumbent uses claims data to identify trends and liaise with other City of Vancouver departments on loss control measures. The incumbent is responsible for on-going training and development of staff. The Manager, Claims is the City’s representative for matters proceeding through the Civil Resolution Tribunal where claimants are seeking a quasi-tribunal decision on their claims.

Specific Duties/Responsibilities

• Supervises and provides mentoring to the staff on significant or complex claims.
• Provides advice and assistance to the staff on an ongoing basis and carries out routine feedback on files to ensure procedures, investigations and an appropriate determination of the City’s legal liability and quantum of damages (injury or property damage) are documented. 
• Provides advice and assistance to City Departments/Boards/Council on liability claims related matters.
• Provides advice and assistance on requests under the Freedom of Information and Privacy Act related to liability claims.
• Provides training for City staff on the preservation of evidence, procedures in the event of an accident/incident resulting in injury or property damage
• Collaborates with the Law Department on key decisions within authority of claims manager and provides assistance to the Law Department on all aspect of the files.
• Analyzes and provide insight about loss trends for frequency, severity and types of claims and recommends procedural or other loss control measures or changes as appropriate.
• Monitors insurance industry to remain abreast of changing claim trends or changing legal precedent.
• Provides statistical and trending reports for departments and City Leadership Team as required.
• Develops and continually strive to improve claims handling policies and procedures and provides training to the applicable staff.
• Where claimants and/or their appointed representatives (i.e. insurer, lawyer, adjuster etc.) dispute the Claims Specialists’ decision on liability and/or quantum of damages, the incumbent carries out a full review of the claim and acts as the City’s representative in the negotiation/valuation process.
• Acts as the City’s representative for claims filed with the Civil Resolution Tribunal.
• Personnel related duties, including but not limited to:
  • Timekeeping and Attendance Management for staff.
  • Performance objective setting for the staff through City’s performance development program.
  • Disciplinary action where appropriate and ensure appropriate documentation is in place.
  • Participation in grievances or the dismissal process as required.
  • Staff training and development for Claims Specialists.
• Has settlement authority for claims up to $10,000.00.
• Other duties/responsibilities as assigned.

Minimum Qualification Requirements

Education and Experience:

Bachelor's degree in Business, Management, Risk Management or related discipline. Fellow Chartered Insurance Professional (FCIP) designation, Chartered Insurance Professional (CIP) Designation and/or Canadian Risk Management (CRM) certification preferred. extensive experience directly related experience within a large and complex organization in the claims management.

Knowledge, Skills and Abilities:

• Thorough knowledge of the principles and best practices of claims management.
• Thorough knowledge of liability determination and valuation methodologies, procedures and terminology.
• Strong analytical skills.
• Ability to work independently.
• Ability to establish and maintain positive relationships with management and staff at every level throughout the organization.
• Superior communication skills (oral, written and presentation).
• Superior negotiating skills.
• Ability to prioritize workload within tight timelines.
• Ability to analyze claims experience and make appropriate recommendations on reserves.
• Strong organizational skills.
• Strong supervisory and mentoring skills.
• Demonstrated ability to manage, coach and motivate staff.
• Thorough knowledge of applicable legal precedent, legislated protections and regulatory requirements.
• Ability to make timely decisions on a wide variety and complexity of claims issues.
• Ability to perform technical analysis on historical claims data and to present them concisely and professionally at an executive level.
• Ability to thrive under pressure, handle multiple tasks and changing priorities within tight time frames.
• Ability to make risk assessments and valuation judgements.
• Strong organizational skills and the ability to establish systems and set priorities.
• Ability to maintain organized, well-documented records.
• Ability to work well within a team environment.
• Police record and credit record checks required.

Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program. This program allows staff to work remotely 1 – 4 days a week from locations that are a daily commutable distance from their work at a City worksite.  At this time this position is eligible to be part of the Flexible Work Program.

Business Unit/Department: Office of the City Manager (1010) 

Affiliation: Exempt 

Employment Type: Regular Full Time 

Position Start Date: January 2025 

Salary Information: Pay Grade RNG-091: $111139 to $138924 per annum

Application Close: November 8, 2024

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous peoples, people of colour, 2SLGBTQ+ persons including all genders and persons with disabilities are encouraged to apply.  Accommodations will be provided upon request during the selection process. Learn more about our commitment to diversity and inclusion. 

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