Senior Manager, Claims Strategy & Experience

Company: CGIC

Department: Claims

Employment Type: Regular Full-Time

Work Model: Hybrid

Language: This role operates in English.

Additional Information: This/these role(s) is/are currently vacant

The Opportunity

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients and our communities.

Our Claims team aspires to create peace of mind for our clients and our communities. Our national team of knowledgeable and trusted professionals serve our clients with compassion. We are passionate about continuous improvement and operate with high-integrity, motivated by our desire to do the right thing for our clients.

As the Senior Manager, Claims Strategy & Experience you will lead the execution and governance of the National Claims multi-year strategy, ensuring alignment with enterprise priorities and measurable business outcomes. You will drive continuous improvement through analytics, automation, and cross-functional collaboration, while maintaining strong oversight of key initiatives and benefits realization. You will champion client experience and operational excellence through structured governance, reporting, and engagement forums.

How You Will Create Impact

• Oversee and drive the National Claims multi-year strategy and program roadmaps to ensure alignment with Enterprise and National Claims strategies.
• Collaborate with Product Owners, Claims Analytics, and cross-functional teams to analyze NPS trends, identify improvement opportunities, and develop client experience solutions.
• Lead the governance and reporting infrastructure for strategic initiatives, including executive-level updates and SharePoint reporting management.
• Manage strategic partnerships with internal project management and automation teams to prioritize and deliver on process improvement and Robotic Process Automation initiatives.
• Monitor and report on claims benefits realization across vendor management, workforce, and loss cost categories in collaboration with key business partners.
• Approve and oversee content for the monthly Claims Client Experience Forum, ensuring effective communication of priorities and progress.
• Coaching and developing your team, recruiting and selecting talent, managing and rewarding performance, and fostering an agile culture to deliver on strategic objectives.
  
  
  

To Join Our Team

• You have 6 – 9 years of experience in the Financial Services industry. Having Insurance industry experience is an asset.
• You have a bachelor’s degree in business or a related field.
• You have demonstrated experience in multi-year strategic planning and program management.
• You have experience with process improvement, business transformation, and client experience (CX).
• Having experience with digital and AI transformation is an asset.
  
  
  

How You Will Succeed

• You build trusting relationships and provide feedback to enable the successful development of your team and colleagues.
• You foster innovation and continuous improvement with a focus on client experience.
• You facilitate the adoption of change and create a high-performance culture through alignment of your team’s work with organizational goals.
• You successfully convey messages and demonstrate openness to exploring alternative points of view.
• You use critical thinking to guide decision making and apply a strategic mindset to adjust business plans based on shifting priorities.
  
  
  

What You Need To Know

• You will travel occasionally.
• You are required to have your own vehicle, valid driver’s license and insurance.
• Extended work hours, including weekends, may be required.
• As a leader, strict confidentiality is required with respect to sensitive matters and employees’ personal information.
• You will be subject to a background check as a condition of employment, in the event you are the successful candidate.
  
  
  

What’s in it for you?

• Training and development opportunities to grow your career.
• Flexible work options and paid time off to support your personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Paid volunteer days to give back to your community.
• In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.