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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CAD222 - Dir, Contact Center Operations

Job Grade

Pay Range:

$105,800.00 - $174,500.00

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 then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

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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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Director, Claims Operations