Vice President – Claims Management

  • 2024-04-25
  • Our client, a major global player in the travel insurance industry, is seeking a Vice President - Claims Management who will be responsible for the prompt delivery of high-quality claims administration. In this role, you will lead and develop the Canadian Travel Claims Management function.

    This role requires establishing a clear vision, ensuring client satisfaction, optimizing operational efficiency, ensuring profitability while developing a strong leadership base.

    Job Detail: The Head Office is in Quebec, but his position is 100% remote (with regular travelling to the different offices in Quebec and Ontario)

    Main responsibilities:
    Cross Site Alignment and Load Sharing Strategy (30%)
    • Develop and implement a strategy for cross-site claims management, including common processes and tools for the Canadian Claims teams.
    • Optimize and leverage all of GEM’s BPO site to optimize services & cost.
    • Establish global metrics and service standards for Claims Management.
    • Support the development of new services and client implementation strategies in cooperation with other departments.
    Strategy & Planning (20%)
    • Develop and communicate a vision for the Claims Management function that is aligned with the Global corporate vision.
    • Establish service standards for Claims Management.
    • Oversee strategic projects and initiatives.
    • In collaboration with the Canadian leadership team and our Global OPS team, develop and execute on our digital transformation roadmap and initiatives.
    • As an active member of the Canadian Operations Leadership team, contribute to the development of Global / Canadian Operations.
    Operational Optimization and Service Delivery Excellence (30%)
    • Implement and achieve the annual operating plan within budget.
    • Prepare and propose a long-term forecast and capacity plan.
    • Implement and manage staffing costs within budget.
    • Ensure a thorough Quality Management plan is established, enhanced, and aligned with Global OPS governance.
    • Prepare, develop, sign-off, and achieve client SLAs (Service Level Agreement)
    • Ensure that our client's contractual commitments and quality standards are managed and met.
    • Successfully manage and report the day-to-day operations productivity and performance index in Claims Management (Key Performance Indicators).
    • Ensure Business Continuity Planning (BCP) for global processes across sites; coordinate cross-site updates, maintenance and execution as needed.
    • Effectively partner and link with other operations departments and global / support functions regarding Claims Management delivery, optimization, and development.
    • Ensure successful new service and client implementation within own organization in cooperation with global functions.
    • Ensure claims management function profitability and efficiency.
    Build and develop a high-performing organization (20%)
    • Create, develop, and lead a high-performing Leadership Team.
    • Ensure the alignment of plans, cascade of objectives and coherence of communication throughout the organization.
    • Establish the right processes and tools for planning and performance reporting, tracking and management.
    • Foster and promote an empowerment and continuous learning environment.
    • Facilitate ongoing and frequent communication of business strategy and results to all employees.

    Required profile:
    • Bachelor’s degree in administration or customer service (or relevant experience).
    • Minimum of 10 years of claims management and contact center experience in senior leadership positions.
    • Bilingualism considered an asset (French and English).
    • Location in Montreal (QC), Windsor (ON) or Sherbrooke (QC).
    • Available to travel to achieve business goals.

    If you are interested in this role, send your CV to Pierre Lussier at, taking care to include “Vice President – Claims Management” in the subject of your email.