Bilingual Manager, Claims Contact Centre

Securian Canada

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

Posted 10/22/2026full-timeMontreal • CanadaJuniorMid-Level💰 CA$65,000 - CA$95,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in claims operations management, focusing on team performance, customer experience, and compliance with industry standards. Proficient in producing operational reports and fostering a customer-centric culture within the Claims Contact Centre.

Highest-signal resume keywords

Team Management ExperienceClaims Contact Centre ActivitiesBilingual Communication SkillsOperational ReportingCustomer Experience Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Claims ProcessingQuality AssuranceBusiness AnalysisProcess ImprovementDocumentationCompliance ControlsTriageCustomer CommunicationsPerformance MonitoringCoaching

Soft Skills

Excellent CommunicationTime ManagementOrganizational SkillsProblem-SolvingTeam Engagement

Tools & Technologies

RingCentral

Industry Keywords

Claims OperationsInsurance OperationsFinancial InstitutionCustomer SupportKey Performance Indicators

About the role

Key responsibilities & impact

Lead the Claims Contact Centre team and drive individual and collective performance
Ensure claims are processed promptly and accurately while providing excellent customer support
Produce operational reports for stakeholders and the Claims Leadership team
Represent Claims Operations with internal and external partners
Contribute to business analysis, quality assurance, training, and continuous process improvement
Ensure every claims-related interaction delivers a first-class customer experience
Develop and share claims expertise to enhance team capabilities and outcomes
Manage customer service escalations and implement solutions that benefit all parties
Monitor individual performance and provide personalized coaching
Foster team engagement and a customer-centric culture
Collaborate with Claims leadership to optimize staffing, scheduling, and offline activities
Meet or exceed the Claims Contact Centre’s key performance indicators
Produce operational, quality, and customer experience reports
Ensure compliance with claims-related controls and requirements

Requirements

What you’ll need

Post-secondary diploma or degree, or an equivalent combination of education and professional experience
At least two years of team management experience, ideally in claims, insurance operations, or a financial institution
Excellent communication skills in both English and French are required
Solid understanding of claims contact centre activities and best practices, including RingCentral, triage, documentation, customer communications, and quality and compliance controls
Ability to work effectively in a dynamic and constantly changing environment
Ability to work independently to achieve expected results within the framework established by senior leadership
Ability to work under pressure and effectively manage multiple competing priorities
Excellent time management, planning, and organizational skills

Benefits

Comp & perks

Flexible work arrangements with monthly financial allowances to support your work-life balance
A generous starting allotment of paid time off, plus additional days off for each year of service
One paid volunteer day
Paid personal and personal wellness days
Education assistance of up to $3,500 per year
Flexible Health and Wellness Account
Comprehensive prescription drug and dental coverage
Up to 14% in combined employer matching contributions to the RRSP plan
Maternity and parental leave
Barrier-free work environment and equal access to employment
Reasonable accommodation throughout the recruitment process