Claims Manager - Calgary, AB or Langley, BC

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Optiom stands as the trusted leader for replacement insurance across Canada. Because we genuinely care about you and what matters most, our sole focus is keeping you whole when the unexpected happens. Driven by this genuine care, we redefine expectations by delivering the improbable when you need us most.

Job Title: Claims Manager

Job Description

What is the opportunity?

We are seeking a highly skilled and experienced Claims Manager to grow our team. As a Claim Manager, you will oversee the end-to-end operations of the Claims department, balancing day-to-day workflow management with long-term process improvement initiatives. This includes managing team performance, ensuring compliance with policies and regulations, and analyzing claims data to identify opportunities for efficiency, cost control, and enhanced customer satisfaction. The role requires strong leadership skills, operational acumen, and technical claims expertise to align departmental performance with organizational goals.

What will you do?

• Oversee all claims processes from intake through resolution, ensuring efficiency, accuracy, and compliance with policies, regulations, and underwriter requirements.
• Provide technical guidance and direction to claims staff on coverage interpretation, settlement authority, and escalation handling.
• Monitor claim cycle times and SLA adherence.
• Monitor claim quality, reserve accuracy, and claim payment outcomes to minimize leakage and ensure consistency.
• Maintain strong knowledge of industry regulations and internal compliance requirements and ensure consistent adherence across the team.
• Identify and mitigate operational and compliance risks within claims handling.
• Analyze claims data and operational reports to identify trends, bottlenecks and improvement opportunities.
• Design and implement workflow enhancements and best practices that improve productivity, accuracy, speed and service quality.
• Measure and monitor post-implementation results to ensure efficiency gains are achieved and sustained.
• Use data analytics to identify patterns, forecast workload, and inform operational decisions.
• Ensure system utilization and documentation standards are consistently followed to maintain data integrity.
• Align claims operations with organizational goals on cost control, cycle time reduction, and service excellence.
• Lead, mentor, and coach the Claims team to achieve high standards of performance, accuracy, and professionalism.
• Establish clear performance expectations tied to operational, compliance and service goals.
• Conduct regular one-on-one and team meetings to review performance, address challenges, and support development.
• Promote collaboration, accountability, and continuous learning within the team.
• Ensure fair workload distribution and support staff in complex claims handling.
• Ensure all customer and partner interactions reflect professionalism, empathy, and accuracy.
• Handle escalated or complex claims or calls, balancing customer needs with compliance, cost control, and operational requirements.
• Monitor customer satisfaction metrics and feedback to identify areas for service and process improvement.

What do you need to succeed?

• Licensing: Minimum of a Level 2 General Insurance License or a Level 3 General Adjuster License
• Designation: CIP or equivalent preferred
• Education: Post-Secondary education in business, insurance or related field preferred.
• 4-5 years of Claims experience.
• Minimum 2 years of management experience in a claims or call center environment.
• Proven success driving operational efficiency and implementing process improvements.
• In-depth knowledge of claims processes, coverage interpretation, and insurance regulations.
• Strong background in operational efficiency, workflow optimization, and performance metrics.
• Proven leadership and people management skills, including coaching, performance management, and team development.
• Strong analytic skills with the ability to interpret data, identify trends, and make informed decisions.
• Regulatory awareness to ensure full compliance with underwriter guidelines and industry regulations.
• Excellent communication skills with the ability to handle escalations, balancing professionalism and empathy with sound judgement and operational discipline.
• Proficiency in claims management systems, CRM tools, and data reporting applications.
• Demonstrated commitment to compliance, accuracy, and continuous improvement.

Job Summary

City:

Calgary, AB or Langley, BC

Work hours/week:

37.5 hours

Employment Type:

Permanent Full-Time

Department:

Client Care

Job Posting Date:

10-20-2025

Job Posting End Date:

11-20-2025

Work Environment:

Hybrid

Inclusion and Equal Opportunity Employment

At Optiom, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their authentic selves to work. We also strive to provide an accessible candidate experience for prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.

Working Conditions

Environment: Hybrid model – 3 days in-office & 2 days remote per week.