Title:

Travel Claims Manager Location:

Hamilton Ontario, (Hybrid opportunity, 3 days in the office) THE OPPORTUNITY A growing insurance organization is seeking a

Travel Claims Manager

to lead their expanding travel claims operation. This is a newly created leadership position reporting to the Vice President of Operations, driven by significant growth in their US TPA business.

You'll oversee a dynamic team of approximately 30 claims professionals, including 3 team leads, who handle travel insurance claims for a major US insurer client. This young, university-educated team requires a hands-on leader who can provide mentorship, drive operational excellence, and implement innovative solutions to enhance efficiency.

The role focuses on managing various travel claims including cancellations, delays, medical emergencies, baggage issues, and student accidents. While these claims are typically straightforward and short-term in nature, success requires strong leadership capabilities, excellent relationship management skills, and experience implementing process improvements and technology solutions.

WHAT YOU'LL DO Lead and Develop Your Team

Provide direct coaching and mentorship to claims examiners and team leads

Develop team leads into supervisors through hands-on guidance

Build a high-performing culture focused on quality, efficiency, and continuous learning

Handle complex escalations and support individual team members with challenging files

Drive Operational Excellence

Manage daily claims operations ensuring adherence to KPIs and service standards

Champion process improvements to increase efficiency and reduce cycle times

Lead implementation of e-claims systems and AI-powered tools





Oversee litigation files and ensure regulatory compliance across all activities

Manage Key Relationships

Collaborate with US client representatives (major insurer) on service delivery

Partner with VP of Operations on strategic client matters

Work cross-functionally with training, customer service, and product teams

Ensure policy interpretation aligns with client requirements and regulatory guidelines

Ensure Quality and Compliance

Review claims for coverage determination and financial liability assessment

Maintain comprehensive reporting on claims metrics, trends, and outcomes

Stay current on travel insurance regulations and industry best practices

Uphold documentation standards for audit and compliance purposes

WHAT YOU BRING Experience Requirements

10+ years of progressive claims leadership experience with proven results

Track record managing teams in high-volume, fast-paced environments

Demonstrated ability to manage and develop supervisors or team leads

Strong background in process improvement and system implementation initiatives

Experience with claims technology platforms and automation tools

Preferred Background

Health, accident, or benefits claims experience, will be considered

Third Party Administrator (TPA) environment experience is nice to have

Exceptional leadership and people development capabilities

Strong communication and interpersonal skills for client and team engagement

Analytical mindset with excellent problem-solving abilities

Hands-on management approach with willingness to work directly with team members

Customer-centric philosophy with commitment to service excellence

Ability to remain composed under pressure while managing competing priorities

Compensation : Competitive salary, bonus, advantages, Group RSP

📌 Travel Claims Manager (Canada)
🏢 DGA Careers
📍 Canada