Securian Canada

Operations

• Ensure overall governance of claims activities, including policies, procedures, practices and internal controls, in compliance with company standards and Canadian regulatory requirements.
• Lead, coach and engage the claims team by setting clear objectives, monitoring performance and fostering a collaborative and sustainable engagement culture.
• Oversee claims handling, including assessing eligibility and making decisions on complex, unusual or high-risk files as required.
• Maintain excellence in the customer experience by upholding high standards of quality, rigor and service, and by building strong relationships with clients and business partners.
• Manage workloads, authorization levels and operational priorities, responding proactively to fluctuating volumes and unexpected situations.
• Act as a subject-matter expert in claims management and support the team in resolving complex situations.
• Communicate policies, processes and organizational updates effectively to the team.
• Collaborate with internal functions (risk management, business partners, leadership) and act as a point of contact for internal and external audits.
• Analyze performance indicators, workflows and operational reports to identify opportunities for continuous improvement and efficiency.
• Promote skills development and continuous training for employees, and manage performance, including evaluations and salary recommendations.
• Stay informed of industry trends and advise leadership on developments that could impact claims operations.

Claims Operations Manager

Bilingual

• Répondre aux demandes des clients ou des membres concernant la facturation, les soldes de compte, les remboursements, les certificats, les détails de régime, les produits et les services, reçues par les différents canaux de communication;
• Évaluer les besoins et traiter chaque demande de manière professionnelle, courtoise et efficace, tout en assurant un suivi approprié;
• Utiliser les systèmes internes pour recueillir et fournir toute l’information nécessaire afin d’assurer une résolution au premier contact;
• Suivre et consigner les demandes dans les systèmes appropriés;
• Mettre à jour, si nécessaire, les détails des certificats et assurer un suivi approprié (type de couverture, montant de la couverture, annulation de certificats, mise à jour des bénéficiaires ou des coordonnées, demandes de souscription pour annuler la couverture en remplacement d'une nouvelle, mises à jour en masse et/ou annulations en masse);
• Offrir un service de qualité constante, en respectant les processus établis ainsi que les objectifs de productivité et de qualité (KPI);
• Partager des idées et observations pour soutenir l’amélioration continue;
• Maintenir à jour ses connaissances sur les produits et services et participer à des formations de développement sur une base continue.

Représentant(e) bilingue du service à la clientèle

• Take responsibility for the operational performance of Securian Canada’s creditor claims area, and other claims operations areas as needed, including the design and execution of activities to ensure operational excellence, claims management quality, adherence to service standards and key performance indicators. Implement timely corrective actions when required.
• Lead talent management efforts for creditor claims teams and other relevant areas, including workforce planning, conducting annual and mid-year performance reviews, managing promotions, salary adjustments and bonuses, and handling performance-related conversations. Support employee learning, growth and development.
• Analyze and report on the operational performance of the insurance claims portfolio.
• Manage escalated customer service issues and use them to improve service design and planning, including participating in remediation meetings with stakeholders (clients, brokers or consultants, sales and account management teams).
• Monitor workloads and case portfolios, and adjust workload distribution to meet performance indicators, service standards and operational objectives.
• Review claim file references and implement improvements as needed.
• Work closely with IT, Risk Management, Underwriting, Legal, Compliance, Fraud, Finance, Sales, Account Management, Data Analytics and Vendor Management teams to resolve claims-related issues, including complex cases.
• Contribute to IT system evolution by participating in business-priority decisions, process design, user acceptance testing (UAT) and deployments.
• Manage vendor relationships, service delivery performance and contractual requirements, including third-party oversight.
• Explore new vendor partnerships to improve claims management and business outcomes.
• Maintain a talent pool and oversee attraction and retention activities for claims operations employees.
• Engage and mobilize teams by communicating business updates, analyzing operational performance and promoting continuous improvement.
• Support Securian Canada’s business growth by participating in request for proposals (RFPs), broker and consultant meetings, final presentations, new client implementations and post-implementation follow-ups.
• Oversee external audits conducted by third parties in collaboration with the Quality Assurance team.
• Lead or support special projects as required.

Director of Claims Operations

• Lead accountability for operational performance of Securian Canada’s creditor claims business and other insurance claims operations areas, as required, including design and execution to ensure operational excellence, claims management quality, client service standards and key performance indicators. Undertake appropriate action to correct operational performance issues in a timely manner;
• Be responsible for talent management efforts for the creditor claims business, and other insurance claims operations areas, as required. Includes monitoring and making recommendations on staffing compliments, conducting mid-year and annual performance reviews, determining promotions, salary adjustments, annual bonuses and managing performance management discussions. Support the learning, growth and development of employees;
• Review and report on operational performance of insurance operations portfolio;
• Address and leverage for design and planning all escalated client and customer service delivery concerns to support service delivery excellence, including participation in client remediation meetings with identified stakeholders (client, broker / consultant, sales, account management);
• Monitor ongoing workload and/or caseload sizes and adjust workloads as required, to ensure operational performance metrics, service standards and key performance indicators are met;
• Review and assess claim file referrals and design and implement improvements, as required;
• Liaise and partner with IT, Risk, Underwriting, Legal, Compliance, Fraud, Finance, Sales, Account Management, Data Analytics and Vendor Management Departments, as required, to address and solve for all claims related issues, including complex claims issues;
• Support future state improvements to IT systems, including decision making on business priorities, processes, UAT and deployment;
• Manage vendor partnerships, service delivery performance issues, as well as contracting requirements, including performance of contracted third parties;
• Explore new vendor partnerships as required, to improve claims management and business outcomes;
• Maintain talent pipeline and oversee the attraction and retention of claims operations colleagues;
• Engage team through communicating business updates, reviewing operational performance and driving continuous improvement;
• Support the growth and development of Securian Canada's business by participating in new client RFP's, broker / consultant meetings, finalist presentations, new client implementations and post-implementation client meetings, as required;
• Oversee external third-party audits together with Securian Canada’s Quality Assurance Department;
• Lead and / or support other special projects, as required.

Securian Canada

Claims Operations Manager

Représentant(e) bilingue du service à la clientèle

Director of Claims Operations

Director, Claims Operations

Director, Claims Operations