Claims Manager, Auto Insurance (BC)

Your Role Tired of working for an insurance provider that tries to find ways to deny, rather than cover, claims? Frustrated with outdated practices and processes that lead to poor customer service? At Square One, we treat our customers fairly, paying them what they are entitled to. And, we leverage technology to personalize buying a home insurance policy and making a home insurance claim. As an experienced claims professional, you understand how important proper claims handling is to an insurance provider’s reputation. You treat each customer with empathy, patience, and respect. You recognize that, although you have handled thousands of claims, this is likely the customer’s first claim ever (or at least in a while). You also recognize that it’s important to only pay what’s afforded under the policy wordings; otherwise, the premiums for all are negatively affected. We are seeking an innovative, forward-thinking Auto Insurance Claims Manager to build and scale our claims division's capabilities to support our BC auto insurance portfolio. This role will be instrumental in designing an auto claims module within Square One’s system. This leader will be responsible for building a high-performing team of auto claims adjusters, establishing a robust auto repair network, and implementing modern, tech-enabled workflows across BC’s private optional auto insurance market, all while understanding that customer experience is our priority. Your success in this role comes from your extensive automobile insurance claims-adjusting experience, as well as your superior analytical and decision-making skills. You have strong communication and leadership skills, which you use to share decisions and findings with others and provide direction. While you don’t enjoy conflict, you handle it effectively. You are both detail-oriented and organized, handling multiple tasks with ease. And you take pride in your work and in leading others. You work closely with internal and external stakeholders to ensure sound decisions are made and great service is delivered. One of the things you enjoy most about Square One is the supportive team environment. You know the company’s coaching, mentoring, training, and tools are designed to ensure the team’s success. You prioritize efficiency and are eager to leverage new technology to modernize the traditional claims environment. Your Responsibilities 1. Team Leadership & Culture Recruit & Onboard: Build a team of high-performing auto adjusters and support staff in the BC market. Modern Culture & Coaching: Foster an agile, customer service- and efficiency-focused culture. Guide adjusters on technical claims handling, coverage determinations, total loss valuations, and customer communication. Performance Standards: Establish operational KPIs, SLAs, and file audit standards focusing on cycle time reduction, accuracy, and customer experience. 2. Claims Operations Coverage & Compliance: Build Standard Operating Procedures for optional coverages (Collision, Comprehensive, Extended Third-Party Liability, Loss of Use, Replacement Cost) compliant with the BC Insurance Act and seamless ICBC subrogation protocols Claims Module: Actively participate in the initial development and ongoing enhancement of the claims module within Square One’s system, including integrations with claims vendors. Processes & Procedures: Modernize traditional claims handling by implementing digital-first workflows. Develop and maintain best-practice guidelines in the form of an Automobile Claims Manual and individual role best-practice handbooks. Efficiency & Automation: Develop and integrate technology tools to streamline low-complexity claims, reducing touchpoints and administrative friction. Risk Management : Lead end-to-end fraud risk management, including early detection, thorough investigation, and long-term mitigation strategies 3. Vendor Network Development & Oversight Repair Network: Negotiate and build a preferred vendor network with collision repair facilities across British Columbia. Auxiliary Vendors: Build and manage relationships with rental car companies, towing networks, glass repair facilities, and salvage partners. Vendor Governance: Track shop performance, repair cycle times, labor rates, and estimate accuracy using modern estimating and audit platforms. Your Qualifications + Experience CIP (Chartered Insurance Professional) or FCIP preferred. Level 2 or Level 3 Insurance Adjuster License (or eligible with the Insurance Council of BC). 8–10+ years in automobile claims adjusting, with 5+ years in a leadership role within the BC Auto insurance market . At least 1 year of tenure with a recent employer Strong existing network of BC collision repair, appraisal, and automotive service providers. Deep knowledge of BC optional auto insurance products and how these policies interact with ICBC basic coverage, including subrogation. Proven track record of leveraging technology to improve operational efficiency and modernizing traditional claims environments. Fearless and curious in researching, adopting, and teaching AI technologies to drive efficiency in research, productivity, and claims analysis Your Compensation + Benefits You appreciate the fact that Square One personalizes your compensation and benefits in the same way it personalizes policies for its customers. Your very competitive compensation and benefits plan include : An annual salary range of $110,000 to $125,000 A profit share plan A performance bonus plan 4-weeks of vacation to start and an additional week after only 3 years. Flexible medical, dental, vision, and extended health care coverage. Short- and long-term disability coverage. In-house and external training paid by Square One. In-office, hybrid, or remote work setup.