Description The Opportunity The Claims Team Leader is responsible for leading, coaching, and developing a team of Claims Representatives to ensure the timely, efficient, and high-quality handling of telephone-adjusted auto and property claims. This role provides day-to-day leadership, performance management, and operational support while fostering a collaborative, customer-focused environment.

The successful candidate will monitor claims intake, pending inventories, file quality, reserves, and service levels to ensure business objectives and quality standards are met. They will provide ongoing coaching, mentoring, and performance feedback, identify development opportunities, and support employee growth through training and career development initiatives.

In addition to managing team performance, the Claims Team Leader will analyze workflows and claims processes, implement improvements to enhance operational effectiveness, and contribute to staffing activities, including interviewing and recommending candidates for hire. This role requires a strong claims background, proven leadership capabilities, and excellent analytical, organizational, communication, and relationship-building skills.

What to Expect

- Leading a team of Claims Representatives
- Provide the team with direction and coaching to ensure the efficient handling of telephone adjusted auto and property claims.
- Providing ongoing coaching and mentoring to the team in the management of day-to-day business issues applying Performance Management Cycle model.
- Analyzing, developing and implementing an efficient claims system by monitoring delivery systems,



procedures and methods to help improve processes and results.
- Monitoring and Managing new intake and pending analysis.
- Providing coaching and performance feedback to Claims Representatives by reviewing reports, discussing options, and developing action plans.
- Coaching and developing to maintain sufficient reserves to cover losses.
- Coaching and developing the team to achieve Economical claims file quality standards.
- Monitoring and analyzing service levels.
- Fostering staff development by assisting with the selection of staff, conducting performance evaluations, providing ongoing and effective feedback, identifying training opportunities and keeping staff informed of changes to policies and procedures.
- Accountable for the performance management of assigned staff.
- Initiating interviews for vacancies within the unit and makes recommendations for recent hires.
- Must be available to work within the hours of 8:00 a.m. to 6:00 p.m.

What you Bring

- University degree or College diploma in any discipline
- Valid AMF (Autorité des marchés financiers) Liecense

- Bilingualism (French and English), both written and spoken is required

- CIP designation would be an asset
- Minimum of 5 years’ claims experience
- Leadership experience is preferred including experience in performance management
- Demonstrated organizational, negotiation, analytical and interpersonal skills are essential

Salary Range: $ 73,500 - $123,500

High degree of proficiency with English required to service customers, both internal to the company and external, across Canada.

📌 Team Leader, Claims (Montreal)
🏢 Definity
📍 Montreal