Service Supervisor overseeing mining equipment technicians for Liebherr - Canada. Leading safe repairs, maintenance programs, troubleshooting, inventory, and contractor work at Sparwood’s mining project.
About the role
- Liability Claims Supervisor leading commercial and personal lines adjusting teams for Canada’s largest privately owned insurance services provider. Managing KPIs, quality, escalations, and staff development.
Responsibilities
- Manage the day-to-day Adjusting Team composed of Liability desktop adjusters
- Lead and manage staff within the National Accounts business division
- Ensure quality and customer service excellence
- Support training, development, and technical needs
- Manage production and quality targets to support department goals
- Meet or exceed service level agreements for Commercial Clients
- Create a high-performance work environment
- Support financial and production targets through KPIs including abeyance, cycle time, adjuster billings, claims response times, and interim and final billings
- Complete quality assurance reviews
- Review operational dashboard KPI targets weekly
- Handle escalated complaints and ensure resolution
- Provide leadership, guidance, and mentoring to direct reports
- Act in a consultative and advisory capacity on claims matters and technical issues
- Meet individually with adjusters for approval of denials and settlements above their authority
- Participate in recruitment, selection, and performance management of staff
Requirements
- University degree or combination of education and equivalent business experience
- CIP Designation or working towards completion, with relevant CIP courses needed for Adjuster license qualification
- Minimum 7 years’ experience in Personal Lines and Commercial Liability claims adjusting
- Prior supervisory experience is an asset
- Fully licensed as an Adjuster in Ontario and multiple provincial jurisdictions except Quebec, or able to obtain those licenses
- Strong communication skills, including listening, interviewing, and negotiating
- Ability to flex communication style appropriately to the audience
- Demonstrated organizational skills and ability to prioritize and manage conflicting priorities
- Demonstrated leadership in training and mentoring junior staff and creating career paths
- Strong computer skills, including Microsoft Office Suite
- Ability to learn new technical systems, including client claims systems
- Proactive and positive customer-service approach
- Strong interpersonal skills for handling conflict and difficult situations
- Bilingualism is an asset
Benefits
- Education fee reimbursement
- Mentorship programs
- Flex-benefit health and dental plan
- Experienced local claims support
- Centralized after-hours support
- Dictation services
- Career growth opportunities
- Remote and hybrid work opportunities
- E-flex Benefits Program
- Wellness Programs
- Registered Retirement Savings Plan (RRSP), including a 2% match for full-time employees
- Training and Career Development Opportunities
- Employee Referral Bonuses
- Employee Recognition Program
- Employee Perks, including vendor discount programs
- Reimbursement for Adjusting Licenses and Dues
- Financial incentives for high performance
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