Director, Claims Operations

Lead and transform a growing claims operation across creditor, travel insurance, credit card, mobile device protection, and home warranty lines. This leadership role is responsible for operational excellence, scalable process design, customer experience, performance management, and developing frontline leaders and managers. Reporting to the AVP, Canadian Operations, the Director will shape the future operating model, drive automation and continuous improvement initiatives, and ensure high-quality claims outcomes as the business expands.

Key Responsibilities

• Lead end-to-end claims operations and support functions to achieve service, quality, productivity, and financial objectives.
• Drive operational excellence through process simplification, automation, robotics, KPI management, and continuous improvement.
• Build scalable operating models to support business growth and increasing claim volumes.
• Monitor performance metrics and use data-driven insights to improve customer outcomes and operational effectiveness.
• Ensure compliant, accurate, and consistent claims adjudication practices Partner with internal stakeholders, clients, and vendors to solve complex issues and enhance service delivery.
• Lead, coach, and develop managers and supervisors while fostering accountability and a high-performance culture.
• Champion organizational change initiatives and influence stakeholders across the business.

Required Qualifications

• A minimum of 5  years of claim administration leadership experience managing managers and multi-level operational teams.
• Progressive experience in claims operations, claims administration, or a related high-volume service environment.
• Demonstrated expertise in claims operations and operational performance management.
• Strong experience driving process improvement, automation, transformation, and change initiatives.
• Proven ability to analyze performance metrics and translate insights into business results.
• Excellent communication, stakeholder management, and influencing skills.
• Bachelor's degree or an equivalent combination of education and relevant experience.

Preferred Qualifications

• Experience in travel insurance, creditor insurance, embedded benefits, employee benefits, life insurance, healthcare claims, or P&C claims operations.
• Professional designations such as CIP, FCIP, or related certifications.
• Experience supporting contact center or customer service operations.

Why Join Us?

This is an opportunity to influence the future of a growing claims organization, modernize operations through automation and innovation, elevate customer and employee experiences, and develop the next generation of leaders. You will have significant visibility, strategic impact, and the ability to shape how claims operations scale for future growth.

Location

Canada | 100% Virtual

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Pay Range:

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

If there is no posting end date listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Helping People Thrive in a Connected World
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For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

AI and Biometric Usage

Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants regarding their use of AI during the application process. Since we would like to know the real you, we require that all of our virtual interviews be conducted on video.

Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about Assurant’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

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