Vice President - Claims Management

Our client, a major global player in the travel insurance industry, is seeking a Vice President - Claims Management who will be responsible for the prompt delivery of high-quality claims administration. In this role, you will lead and develop the Canadian Travel Claims Management function.

This role requires establishing a clear vision, ensuring client satisfaction, optimizing operational efficiency, ensuring profitability while developing a strong leadership base.

Job Detail: The Head Office is in Quebec, but his position is 100% remote (with regular travelling to the different offices in Quebec and Ontario)

Main responsibilities:

Cross Site Alignment and Load Sharing Strategy (30%)

Develop and implement a strategy for cross-site claims management, including common processes and tools for the Canadian Claims teams.

Optimize and leverage all of GEM’s BPO site to optimize services & cost.

Establish global metrics and service standards for Claims Management.

Support the development of new services and client implementation strategies in cooperation with other departments.

Strategy & Planning (20%)

Develop and communicate a vision for the Claims Management function that is aligned with the Global corporate vision.

Establish service standards for Claims Management.

Oversee strategic projects and initiatives.

In collaboration with the Canadian leadership team and our Global OPS team, develop and execute on our digital transformation roadmap and initiatives.

As an active member of the Canadian Operations Leadership team, contribute to the development of Global / Canadian Operations.

Operational Optimization and Service Delivery Excellence (30%)

Implement and achieve the annual operating plan within budget.

Prepare and propose a long-term forecast and capacity plan.

Implement and manage staffing costs within budget.

Ensure a thorough Quality Management plan is established, enhanced, and aligned with Global OPS governance.

Prepare, develop, sign-off, and achieve client SLAs (Service Level Agreement)

Ensure that our client's contractual commitments and quality standards are managed and met.

Successfully manage and report the day-to-day operations productivity and performance index in Claims Management (Key Performance Indicators).

Ensure Business Continuity Planning (BCP) for global processes across sites; coordinate cross-site updates, maintenance and execution as needed.

Effectively partner and link with other operations departments and global / support functions regarding Claims Management delivery, optimization, and development.

Ensure successful new service and client implementation within own organization in cooperation with global functions.

Ensure claims management function profitability and efficiency.

Build and develop a high-performing organization (20%)

Create, develop, and lead a high-performing Leadership Team.

Ensure the alignment of plans, cascade of objectives and coherence of communication throughout the organization.

Establish the right processes and tools for planning and performance reporting, tracking and management.

Foster and promote an empowerment and continuous learning environment.

Facilitate ongoing and frequent communication of business strategy and results to all employees.

Required profile:

Bachelor’s degree in administration or customer service (or relevant experience).

Minimum of 10 years of claims management and contact center experience in senior leadership positions.

Bilingualism considered an asset (French and English).

Location in Montreal (QC), Windsor (ON) or Sherbrooke (QC), hybrid model.

Available to travel to achieve business goals.

If you are interested in this role, send your CV to Pierre Lussier at, taking care to include “Vice President – Claims Management” in the subject of your email.