Claims Operations Manager, Personal Property

As a Claims Operations Manager at Gore Mutual, your primary responsibilities will include overseeing the efficient management of property claims, leading appraisal and subrogation teams, and implementing process improvements. You will ensure timely handling of claims, manage reserves, and analyze operational KPIs to identify areas for enhancement. Additionally, you'll be driving initiatives to improve customer satisfaction and loyalty, while collaborating with various departments to optimize financial outcomes.

To be eligible for the Claims Operations Manager position at Gore Mutual, you will need an undergraduate degree in a relevant field and at least 5 years of claims handling experience, along with 3 years in a leadership role. Proficiency in people management, analytical thinking, negotiation, and business planning are crucial skills that will help you thrive in this role.

Gore Mutual is committed to fostering employee development for the Claims Operations Manager role through active coaching, mentoring, and succession planning. You'll have the chance to lead your team by setting clear objectives and providing the necessary resources for performance enhancement, allowing both you and your team members to grow professional skills and advance in your careers.

The impending merger between Gore Mutual and Beneva in 2026 will enhance the Claims Operations Manager's role by expanding the company's reach and resources. As a Claims Operations Manager, you will be instrumental in merging practices, ensuring continued excellence in claims management and customer service, and contributing to establishing the strongest mutual insurer in Canada. This position promises exciting short-term and long-term growth opportunities.

At Gore Mutual, improving customer experience is a top priority for the Claims Operations Manager. You will analyze customer feedback, implement strategies for enhancing satisfaction, and work toward achieving higher Net Promoter Scores (NPS). By fostering a service-centric culture in the claims team, you’ll ensure clients receive timely responses and comprehensive support, which strengthens their trust in our brand.

In response to this question, highlight your relevant claims handling history, detailing specific cases or challenges you successfully managed. Emphasize your leadership approach, citing ways you mentored your team and achieved operational goals, ensuring a solid connection to the responsibilities sought for the Claims Operations Manager position.

Demonstrating your time management and organizational skills is vital. Describe your method for evaluating priorities, ensuring timely responses and efficient processes while balancing complex claims. Mention specific software or systems you’ve utilized to keep track of performance and workloads effectively.

Share specific strategies you’ve implemented to enhance team performance, such as setting measurable objectives, providing regular feedback, and fostering an open communication culture. Discuss how you encouraged collaboration within the team and any training you offered to boost skills and capabilities.

Explain your conflict resolution style, emphasizing the importance of active listening, empathy, and open dialogue. Provide an example of a past experience where you successfully resolved a disagreement, reinforcing your capability to maintain team harmony as a Claims Operations Manager.

Discuss key metrics such as claims processing timelines, customer satisfaction scores, reserves adequacy, and recovery rates. Explain how regularly analyzing these metrics can identify improvement opportunities and enhance overall operational efficiency within the Claims Operations Manager role.

Provide a specific case where you identified a process inefficiency and implemented changes leading to improved outcomes. Describe the steps you took and the results achieved, demonstrating your analytical and proactive approach as a Claims Operations Manager.

Talk about your commitment to compliance by actively familiarizing yourself with policies and regularly reviewing team processes to ensure adherence. Share an experience where you identified a compliance issue and the steps you took to rectify it.

Discuss how you've leveraged technology to streamline claims processes, improve data analysis, and enhance customer interaction. Share examples of specific tools or platforms you’re familiar with and how they contribute to operational efficiency as a Claims Operations Manager.

Explain your view on the importance of customer feedback and describe a systematic approach for analyzing feedback, identifying trends, and implementing actionable improvements in service. Connect this to how you would aim to enhance NPS as a Claims Operations Manager.

Reflect on potential challenges, such as balancing operational efficiency with customer satisfaction, and discuss how you would approach overcoming them through strategic planning, team engagement, and continuous improvement.