Company: ClaimsPro LPOperations Manager, Insurance Services - Remote (Vancouver, BC)This role will directly support the management operational needs of the Director of Operations, Business Unit Leaders Nationally, Business Development, and the Insurer Management Services Team. This role will manage the Analyst Team which involves leading and managing staff, proactive customer contact with respect to quality and service issues, training and development of staff and overseeing efficiency of operations.What you will do:Oversee the operations of the Analyst team and manage workflow (staff rotation, scheduling, time off, etc.).Assist in building back structure between BD, IMS and AnalystsAssist with onboarding of new client and assist with liaising communications with Branches and Account Managers.Act as a subject matter expert and address inquiries from internal staff and external customers.Responsible for handling escalated internal and external customer complaints to ensure resolution reached.Manage and allocate resources for CAT i.e. influx of claims setup, bulk set up, etc.Provide excellent customer service to internal and external clients.Identifying areas of improvement.Duties and Responsibilities:Assist in CAT Coordination, CAT preparation and client requirements.Ensure national / regional requests are resolved and communicated in a timely manner.Work with Managers to facilitate resolution of issues/problems with adjusters and/or operations.Assist through acquisition / integration activity.Maintain relationship with Business Development and other Operation teams.Work in conjunction with other departments to support client needs.Act as a subject matter expert and address inquiries from internal staff and external customers.Assist on any special projects and initiatives.Review billing and fee structures (formulas and rates) in accordance with client billing expectations and corporate standards.Regular production of monthly, quarterly and yearly client operational, financial and statistical reports.Regular preparation of client specific data for client operational reports.Assist internal stakeholders with client related procedural issues and protocol.Collaborate with various departments in the implementation of projects involving change management, operations, and integration.Act as a subject matter expert and address inquiries from internal staff and external customers.Assist and back up as necessary.Dissemination of client information and data is essential to customer satisfaction.Involvement in special projects.Ability to travel on short notice and for an extended period (1-2 weeks)Qualifications and Details:Competitive pay: $100K-$120K per yearPotential for bonusBusiness Administration Degree or equivalentCIP is an assetMinimum of 5 years in operations and/or management experienceComfortable with and experienced in handling multiple projects and constantly changing schedules and prioritiesSubstantial amount of experience in claims operationsAbility to translate organizational strategy into operational outcomesProven project management experienceSolid judgment and Critical thinking skillsAdvanced analytical and modeling skillsProven ability of working effectively in an entrepreneurial and collaborative environment with operations, sales and corporate groups to achieve required resultsHigh degree of personal integrityAdept at developing and sustaining co-operative working relationships with Senior Management, Corporate Departments Adjusters, Clients, and InsuredsAbility to communicate effectively and professionally, both oral and writtenEnergetic and the ability to function in a team environment as well as lead itAbility to allocate one's time effectively, work under pressure and manage tight deadlinesAbility to handle multiple demands and competing priorities, adapt to new ideas and constant changesIntermediate to advanced skills in MS OfficeSCM Insurance Services and affiliates welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates throughout the recruitment and assessment process.Unsolicited Outreach Statement – Recruitment AgenciesSCM Insurance Services (SCM) and its affiliated companies will not accept unsolicited resume submittals from third- party recruiters and hereby request agencies to not contact SCM employees or managers directly to present candidates. Be advised SCM will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume and will consider any unsolicited resumes forwarded public information. SCM welcomes resumes submitted directly from candidates.
