Director, Claims

Location: Edmonton Kingsway Centre
Position Status: Full-Time
Work Model: Full-Time, In Office

The Opportunity

You’re a natural leader who knows that great claims handling is equal parts expertise, empathy, and good judgment. As Director, you will operate at both a strategic and operational level, balancing senior leadership responsibilities with day-to-day oversight to ensure claims practices align with organizational practices, objectives and regulatory requirements. In this role, you will guide a team of Claims Managers and Examiners through complex, high-impact moments for our members - ensuring claims are handled fairly, efficiently, and with care. This role is ideal for someone who thrives in a fast-paced environment, enjoys developing others, and understands how strong leadership in claims directly shapes member trust, experience, and long-term loyalty.

Who You Are

• A strategic and forward-thinking leader who looks beyond day-to-day operations to shape the future of claims, improve member experience, and drive meaningful, sustainable change.
• A people-first leader who motivates, coaches, and supports a diverse team.
• Calm, confident, and thoughtful when navigating escalations or high-severity claims.
• Organized and adaptable, especially when volumes fluctuate during catastrophe events.
• Fair and transparent in decision-making, with a strong sense of accountability
• Curious about better ways of working and open to process improvement and innovation.
• Aligned with AMA’s values of integrity, respect, collaboration, and excellence.

How You’ll Make an Impact

Strategy, Transformation & Stakeholder Alignment

• Actively contribute to and lead claims-related transformation initiatives, translating evolving policy direction, system changes, and organizational priorities into effective and sustainable practices.
• Contribute to the development and execution of Claims strategy, including strategic planning, goal setting, budget monitoring, and continuous improvement initiatives.
• Collaborate closely with Claims Management, other senior leaders, vendors, and internal partners.

Governance, Compliance & Risk

• Ensure claims operations comply with applicable regulatory requirements, internal policies, and industry standards, applying informed judgement to complex or emerging issues.
• Guide the development and enforcement of audit procedures to ensure compliance with internal policies, claims standards, and regulatory requirements.  
• Exercise financial stewardship over claims activities, balancing fair outcomes, cost control and risk exposure in decision making.
• Strengthen internal controls and governance practices to support consistency and risk management.

Performance, Insights & Continuous Improvement

• Monitor and analyze claims performance against standards, assess trends, and provide recommendations for improvement.
• Monitor performance metrics, vendor effectiveness, and member experience to identify opportunities for improvement.
• Translate insights into targeted actions to improve performance and outcomes.
• Ensure consistent use of performance metrics and reporting across teams.
• Use data and insights to inform operational and strategic decision-making.

Leadership, Operations & Team Development

• Lead and support a team of Claims Managers and Examiners, drawing on extensive professional expertise, setting clear expectations and providing day-to-day guidance.
• Mentor Managers and Examiners through coaching, audits, and one-on-one development conversations.
• Set clear member service expectations for staff.
• Oversee employee relations within the department, including hiring, performance management, and overall team effectiveness.
• Oversee reserving, settlement, and denial practices, exercising financial oversight and ensuring adherence to internal standards and protocols.
• Manage complaints, escalations and sensitive files with a high degree of professionalism and sound judgment.

What You Bring to the Table

• Minimum 15 years of progressive claims handling experience, including at least 8 years in a management/leadership role.
• Post-secondary education, with a FCIP designation completed or in progress, or equivalent is preferred.
• A demonstrated track record of effective leadership, with experience contributing to strategy, guiding complex change, and driving meaningful outcomes.
• Experience in all-lines of claims handling and management, including large and complex losses, with sound understanding of functional areas such as underwriting, accounting, marketing statistical and financial reporting and insurance systems technology.
• Proven leadership skills with the ability to guide teams through busy, high-pressure and time-sensitive situations.
• Strong interpersonal and communication skills, enabling productive dialogue, active listening and clarity in both written and verbal interactions.

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