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About the Role
As the Manager, Dispute Resolution – Accident Benefits, you will provide people leadership and technical guidance to a specialized team responsible for the dispute resolution of Accident Benefits claims. You will also be responsible for operational oversight, performance management, analysis of dispute outcomes, identification of emerging trends, and the development of strategies that support continuous improvement. Through your leadership, you will help strengthen our legal approach, reduce dispute-related costs, and support the successful execution of our Claims Strategy while delivering exceptional outcomes for our clients and the organization.
Responsibilities
- Leading and developing a team of dispute resolution professionals, including recruitment, performance management, workforce planning, coaching, employee development, and fostering a positive, high-performing work environment.
- Providing strategic and technical leadership for Accident Benefits disputes, overseeing complex LAT matters, guiding dispute resolution strategies, supporting negotiations, and ensuring effective, timely, and cost-conscious claim outcomes.
- Analyzing dispute, legal, and claims data to identify trends, risks, leakage, opportunities, and emerging industry developments, and make recommendations that strengthen claims handling practices, client outcomes, and legal strategy.
- Developing and delivering training, coaching, and reference materials to enhance organizational knowledge of LAT processes, dispute resolution practices, claims handling philosophy, and legislative requirements across claims teams.
- Collaborating with internal and external stakeholders, including Claims, Internal Legal, Vendor Management for External Legal and other internal and external partners to drive continuous improvement initiatives and support strategic projects.
Requirements
- You build trusting relationships and provide feedback to enable the successful development of your team and colleagues.
- You foster innovation and continuous improvement with a focus on client experience.
- You facilitate the adoption of change and create a high-performance culture through alignment of your team’s work with organizational goals.
- You successfully convey messages and demonstrate openness to exploring alternative points of view.
- You use data and critical thinking to guide decision making.
- Seven years of experience in insurance or a related field.
- Proven leadership experience with a strong understanding of management practices, team development, group dynamics, and the ability to coach, mentor, and lead high-performing teams in a collaborative and professional environment.
- Expert knowledge of Ontario Accident Benefits claims, dispute resolution practices, applicable legislation, and evolving case law, with the ability to interpret and apply complex regulatory frameworks and policy provisions to highly complex claims situations.
- Strong analytical, critical thinking, negotiation, and problem-solving skills, with demonstrated ability to assess risk, evaluate evidence, develop sound strategies, and influence successful outcomes in complex claim and dispute matters.
- Exceptional relationship-building and communication skills, combined with advanced proficiency in Microsoft Office, claims technologies, and business systems, and a demonstrated commitment to continuous improvement, operational excellence, and delivering superior client and business outcomes.
- You are required to have your own vehicle, valid driver’s license and insurance.
- You will provide support to clients who are experiencing a personal or financial loss. A high degree of confidentiality and discretion is required.
- As a leader, strict confidentiality is required with respect to sensitive matters and employees’ personal information.
- You will be subject to a Criminal Record and Consumer History background check as a condition of employment, in the event you are the successful candidate.
Skills
- Microsoft Office
- claims technologies
- business systems
Work Type
- Hybrid
- Regular Full-Time
Experience Level
- 7 years of experience in insurance or a related field
- Proven leadership experience
Education Level
- Post-secondary degree
- Fellow Chartered Insurance Professional (FCIP) or Chartered Insurance Professional (CIP) designation (working towards or obtained)
Salary/Compensations
- $91,058 - $151,764 (min-max, full range)
Benefits
- Training and development opportunities
- Flexible work options
- Paid time off
- Physical and mental health programs
- Supportive workplace culture
- Paid volunteer days
- Competitive salary
- Incentive programs
- Comprehensive total rewards package
- Group retirement savings plans
- Pension
- Health and wellness benefits
- Dental coverage
- Disability coverage
- Life coverage
- Mental health support
- Employee assistance program
About the Company
- CGIC is a leading Canadian financial services cooperative committed to being a catalyst for a sustainable and resilient society.
- We prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose.
- We work with people that care passionately about you, our clients, and our communities.