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Catastrophe Team Manager III, Claims

Calgary, AB
Part Time
3 days ago
Company Overview

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Department Overview
Oversee the activities of claims professionals to ensure they provide a legendary customer and employee experience. Identify root cause of clients' complaints and implement corrective actions.

Job Description

  • Communicate productivity objectives to analysts and contribute to the achievement of business objectives by meeting or exceeding individual and team goals
  • Meet or exceed the needs of the customer by managing client calls and resolves complaints balancing the needs of the client and those of the organization
  • Participate in the identification of clients' complaints root causes and implement corrective actions
  • Implement corrective actions based on CEI results
  • Ensure accurate and timely reserving of claims
  • Approve payments and verify analysts' files
  • Ensure necessary due diligence to support the accuracy of all insurance claims

  • Support the development and implementation of claims strategies to achieve business objectives and goals
  • Plan and execute business activities, review and communicate results, and adjust tactics accordingly
  • Ensure necessary due diligence to support the accuracy of all customer transactions / activities
  • Follow and ensure employees understand and apply bank operating policies and procedures
  • Protect the interests of the organization - identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary
  • Participate in networking activities and maintain liaison with industry and local insurance market for being aware of and bringing industry's leading trends into the Company
  • Pro-actively work collaboratively with internal and external partners to ensure a legendary customer experience in all interactions
  • Ensure employees are knowledgeable; and assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct

  • Responsible for management of the overall team providing both leadership and guidance
  • Set targets and objectives for the team, and deliver results
  • Grow team expertise to align with business/enterprise demand and direction; assess team skills and capabilities and continually look for ways to provide and enhance the value delivered
  • Lead a high performing team; provide on-going feedback and performance reviews, coach and develop employees and ensure performance management activities are undertaken and completed for all employees
  • Lead the process of setting performance objectives for the team; track, monitor and effectively address and/or reward performance in a timely manner
  • Manage employees in compliance with all human resources policies, procedures and guidelines of conduct
  • Share knowledge, information, skills, and subject matter expertise among the team and ensure the timely communication of issues and encourage good working relationships with other functions and teams
  • Support an environment where team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successes
  • Recruit for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
  • Establish and foster a cohesive team; promote a fair and equitable environment that supports a diverse workforce and encourage the team to achieve common goals and objectives
  • Act as a brand ambassador for your business area/function and the bank, both internally and/or externally

  • Lead a team of claims professionals with moderate authority, handling moderately complex claims in their area of focus and specialization, where activities involve multiple step transactions, multiple systems and jurisdictions and moderate complexity and risk
  • Require intermediate process management knowledge and the risk profile for team processes supported
  • Act as a team escalation contact for issues raised
  • Decision making authority and ambiguity of issues managed are generally limited to complex issues or exceptions
  • Time horizon is generally medium to long term, upto a year
  • Industry accreditation and training generally required
  • Typically reports into Manager, Claims/ Senior Manager, Claims


  • Apply intermediate level of knowledge to handle routine Claims with minimal to moderate risk
  • Handle Residential and Auto Catastrophe claims
  • Support handling of Core Residential and Core Auto claims when required.
  • Has limited claim settlement authority and requires next level approval for claims in excess of their authority limit
  • Complete work within specifically defined parameters with guidance /direction from management as necessary
  • Leverage the Claims Resources Team to make file decisions on liability and assessment
  • Intermediate level knowledge with some form of related training and/or related experience or skills; Industry accreditation and training generally required
  • Ability to work overtime as required to meet the needs of the customer

  • College/ University degree
  • 3+ years relevant experience



At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.
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