Bilingual Manager, Claims Contact Centre

Securian Canada

. Lead the Claims Contact Centre team and drive individual and team performance .

Posted 10/22/2026full-timeToronto • CanadaJuniorMid-Level💰 CA$65,000 - CA$85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in claims contact centre operations, team management, and customer service excellence, with a strong focus on performance optimization and compliance adherence. Proficient in producing operational reports and fostering a customer-centric culture while effectively managing escalations and coaching team members.

Highest-signal resume keywords

Claims Contact Centre OperationsTeam ManagementBilingual Communication (English and French)Quality/Compliance ControlsCustomer Service Escalation Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Claims IntakeOperational ReportingPerformance MonitoringProcess ImprovementDocumentation Standards

Soft Skills

Excellent CommunicationTime ManagementOrganizational SkillsProblem-SolvingCoaching

Tools & Technologies

RingCentralTriage

Industry Keywords

Claims ManagementInsurance OperationsFinancial InstitutionCustomer ExperienceService-Level Targets

About the role

Key responsibilities & impact

Lead the Claims Contact Centre team and drive individual and team performance
Ensure timely and accurate claim intake and customer support
Produce operational reports for stakeholders, including the Claims Leadership team
Lead claims interactions such as first notice of loss, status inquiries, and document collection
Develop and share claims subject matter expertise
Handle customer service escalations and create win-win solutions
Monitor individual performance and provide tailored one-to-one coaching
Support team engagement programs and a customer-centric claims culture
Optimize staffing, schedules, and off-phone activities to meet demand patterns and service-level targets
Meet or exceed claims contact centre KPIs
Produce operational, quality, and customer experience reporting
Ensure adherence to claims controls and compliance requirements, including privacy, documentation standards, escalation protocols, and fraud awareness
Collaborate with internal and external partners on business analysis, quality assurance, training, and continuous process improvement

Requirements

What you’ll need

Post-secondary diploma/degree or a combination of equivalent work experience
Minimum of two years of experience in team management, ideally in claims, insurance operations, or within a financial institution
Excellent communication skills in both English and French are required
Sound understanding of claims contact centre operations and best practices
Experience with RingCentral, triage, documentation, customer communications, and quality/compliance controls
Ability to thrive in a fast-paced and dynamic environment
Ability to work autonomously within guidelines set by senior management
Ability to work well under pressure and manage multiple competing priorities
Excellent time management, planning, and organizational skills

Benefits

Comp & perks

Flexible work arrangements with monthly financial allocations to support work-life balance
Generous starting paid vacation time, plus additional vacation days for every year of service
Paid volunteer day
Paid personal and wellness days
Educational assistance of up to $3,500 a year with manager approval
Flexible health and wellness account
Comprehensive drug and dental coverage
Up to 14% combined contributions to the RRSP matching program
Family-friendly maternity/parental leave
Diversity, equity, and inclusion commitment
Reasonable accommodations during the recruitment process