Job Title

A growing insurance organization is seeking a Travel Claims Manager to lead their expanding travel claims operation. This is a newly created leadership position reporting to the Vice President of Operations, driven by significant growth in their US TPA business.Title: Travel Claims ManagerLocation: Hamilton Ontario, (Hybrid opportunity, 3 days in the office)THE OPPORTUNITYYou'll oversee a dynamic team of approximately 30 claims professionals, including 3 team leads, who handle travel insurance claims for a major US insurer client. This young, university-educated team requires a hands-on leader who can provide mentorship, drive operational excellence, and implement innovative solutions to enhance efficiency.The role focuses on managing various travel claims including cancellations, delays, medical emergencies, baggage issues, and student accidents. While these claims are typically straightforward and short-term in nature, success requires strong leadership capabilities, excellent relationship management skills, and experience implementing process improvements and technology solutions.WHAT YOU'LL DOLead and Develop Your TeamProvide direct coaching and mentorship to claims examiners and team leadsDevelop team leads into supervisors through hands-on guidanceBuild a high-performing culture focused on quality, efficiency, and continuous learningHandle complex escalations and support individual team members with challenging filesDrive Operational ExcellenceManage daily claims operations ensuring adherence to KPIs and service standardsChampion process improvements to increase efficiency and reduce cycle timesLead implementation of e-claims systems and AI-powered toolsOversee litigation files and ensure regulatory compliance across all activitiesManage Key RelationshipsCollaborate with US client representatives (major insurer) on service deliveryPartner with VP of Operations on strategic client mattersWork cross-functionally with training, customer service, and product teamsEnsure policy interpretation aligns with client requirements and regulatory guidelinesEnsure Quality and ComplianceReview claims for coverage determination and financial liability assessmentMaintain comprehensive reporting on claims metrics, trends, and outcomesStay current on travel insurance regulations and industry best practicesUphold documentation standards for audit and compliance purposesWHAT YOU BRINGExperience Requirements10+ years of progressive claims leadership experience with proven resultsTrack record managing teams in high-volume, fast-paced environmentsDemonstrated ability to manage and develop supervisors or team leadsStrong background in process improvement and system implementation initiativesExperience with claims technology platforms and automation toolsPreferred BackgroundTravel insurance claims expertise (highly desirable)Health, accident, or benefits claims experience, will be consideredThird Party Administrator (TPA) environment experience is nice to haveEssential SkillsExceptional leadership and people development capabilitiesStrong communication and interpersonal skills for client and team engagementAnalytical mindset with excellent problem-solving abilitiesHands-on management approach with willingness to work directly with team membersCustomer-centric philosophy with commitment to service excellenceAbility to remain composed under pressure while managing competing prioritiesCompensation: Competitive salary, bonus, benefits, Group RSP