Travel Claims Manager

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 Manager

Location: Hamilton Ontario, (Hybrid opportunity, 3 days in the office)

THE OPPORTUNITY

You'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 DO

Lead and Develop Your Team

• Provide direct coaching and mentorship to claims examiners and team leads
• Develop team leads into supervisors through hands-on guidance
• Build a high-performing culture focused on quality, efficiency, and continuous learning
• Handle complex escalations and support individual team members with challenging files

Drive Operational Excellence

• Manage daily claims operations ensuring adherence to KPIs and service standards
• Champion process improvements to increase efficiency and reduce cycle times
• Lead implementation of e-claims systems and AI-powered tools
• Oversee litigation files and ensure regulatory compliance across all activities

Manage Key Relationships

• Collaborate with US client representatives (major insurer) on service delivery
• Partner with VP of Operations on strategic client matters
• Work cross-functionally with training, customer service, and product teams
• Ensure policy interpretation aligns with client requirements and regulatory guidelines

Ensure Quality and Compliance

• Review claims for coverage determination and financial liability assessment
• Maintain comprehensive reporting on claims metrics, trends, and outcomes
• Stay current on travel insurance regulations and industry best practices
• Uphold documentation standards for audit and compliance purposes

WHAT YOU BRING

Experience Requirements

• 10+ years of progressive claims leadership experience with proven results
• Track record managing teams in high-volume, fast-paced environments
• Demonstrated ability to manage and develop supervisors or team leads
• Strong background in process improvement and system implementation initiatives
• Experience with claims technology platforms and automation tools

Preferred Background

• Travel insurance claims expertise (highly desirable)
• Health, accident, or benefits claims experience, will be considered
• Third Party Administrator (TPA) environment experience is nice to have

Essential Skills

• Exceptional leadership and people development capabilities
• Strong communication and interpersonal skills for client and team engagement
• Analytical mindset with excellent problem-solving abilities
• Hands-on management approach with willingness to work directly with team members
• Customer-centric philosophy with commitment to service excellence
• Ability to remain composed under pressure while managing competing priorities

Compensation: Competitive salary, bonus, benefits, Group RSP