Manager, Insurance Claims Operations & Marketing

EMPLOYMENT TERMS: Permanent, full-time position: 40+ hours per week. In-office requirement: 3-5 days per week at our Oakville, Ontario office. Standard hours: Monday to Friday, 9:00 AM – 6:00 PM EST. Time commitment and additional availability: Flexibility for occasional weekend or holiday support during peak operational periods.

WAGES: Hourly rate: $56.41-$61.41 CAD. Eligible for discretionary performance-based bonuses (tied to individual and team achievements). Eligible for stock option plan (equity participation in CrashBay’s growth).

BENEFITS: Eligible for company benefits, including health insurance, paid time off, and professional development opportunities.

ROLE OVERVIEW: Manager, Insurance Claims Operations & Marketing (NOC 10020)

CrashBay is seeking an accomplished and dynamic Manager, Insurance Claims Operations & Marketing to lead the strategic alignment and execution of our insurance claims operations and marketing functions. This pivotal leadership role is designed for a seasoned professional with a demonstrated history of driving operational excellence in real-world insurance claims environments, claims processing, tracking, payments, and operational workflows to enhance organizational performance and customer satisfaction, and delivering measurable marketing success.

You will oversee a multifaceted team, steering daily insurance claims processes, enhancing organizational efficiency, and spearheading innovative marketing strategies that elevate CrashBay’s brand and market presence. This role demands a results-driven professional who excels in process optimization, stakeholder coordination, and compliance with industry standards.

JOB DUTIES:

Key Responsibilities – Insurance Claims Operations Leadership:

• Directing, organizing, and optimizing end-to-end claims operations, including new carrier bookings, existing claims inquiries, and resolution workflows;
• Tracking insurance claims throughout the process to ensure timely resolution and proactive issue identification;
• Developing, evaluating, refining and implementing Standard Operating Procedures (SOPs), workflows, and communication templates that enhance accuracy, efficiency, and client satisfaction, based on real-life claims expertise;
• Managing processing updates and follow-ups to ensure seamless insurance claims progression;
• Overseeing staff capacity planning, proactively aligning team resources with fluctuating claims volumes while maintaining service excellence under pressure;
• Leading and planning daily operations with a hands-on approach, providing mentorship and guidance to claims professionals to achieve ambitious performance targets;
• Driving operational improvements by identifying inefficiencies, implementing data-driven solutions, and fostering a culture of continuous enhancement in claims management process;
• Managing, organizing, and developing a robust insurance-marketing plan, integrating campaigns, promotions, and branding efforts with organizational priorities and market trends;
• Developing, evaluating, and executing sophisticated strategies that amplify CrashBay’s brand identity, drive customer engagement, and support business growth objectives;
• Overseeing multi-channel insurance-marketing efforts, including social media management, email campaign execution, website optimization, and event coordination, ensuring cohesive messaging and measurable outcomes;
• Collaborating with cross-functional teams to craft compelling content—narratives, visuals, and digital assets—that resonate with target audiences and reinforce brand equity;
• Leading and championing innovative branding initiatives and exploring insurance industry and community-focused efforts (e.g., charity partnerships) to enhance CrashBay’s reputation and social impact.

Key Responsibilities - Team Leadership & Cross-Functional Collaboration:

• Leading, developing, and building high-performance teams within insurance claims operations;
• Collaborating with internal teams to align insurance claims operations with business objectives and improve overall efficiency;
• Mentoring and developing staff, setting clear goals, providing constructive feedback, and fostering professional growth to ensure long-term success;
• Fostering a culture of accountability, collaboration, and continuous improvement within the claims department.

WORK EXPERIENCE, SKILLS, AND KNOWLEDGE REQUIRED:

• Must have a minimum of 5+ years of leadership/managerial experience in insurance claims operations, specifically in auto claims for auto body shops or car owners.
• Proven track record as a people leader, having successfully built and managed high-performance teams, is required.
• Must possess deep expertise in insurance claims operations, including staff capacity planning, process optimization, and compliance with operational frameworks.
• Strong insurance analytical skills, with the ability to track claims, forecast trends, and translate insights into operational improvements, is essential.
• Exceptional communication and interpersonal skills, adept at influencing stakeholders, presenting complex ideas, and fostering team cohesion, is required.
• Must have project management proficiency, with a history of delivering initiatives on time and within budget in claims management contexts.
• Adaptability and resilience, thriving in a fast-paced environment with shifting priorities and tight deadlines, is essential.
• Fluent English is required; fluency in a second language is an asset.

EDUCATION AND TRAINING REQUIRED:

• Must have a university degree, combined with a solid high-performance record.

HOW TO APPLY:

Ready to lead with impact and shape the future of CrashBay's insurance claims operations? Submit your resume, a cover letter detailing your experience in auto insurance claims management leadership, and examples of high-performance teams you’ve built. We’re excited to meet a leader who can turn vision into action.