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Business Unit ClaimsPro
Region Western
Location Edmonton
Province Alberta [AB]
Position Title/Titre du poste Branch Manager, Edmonton
Postion Reports to [Title] District Manager, Northern Alberta and NWT
Role Summary

Working for a national company, within a team oriented environment, the Branch Manager profile focuses on the management of branch services that deliver high quality, customer service oriented adjusting services within a critically fast paced environment driven by external events.

• To lead and manage staff, proactive customer contact with respect to quality and service issues while building the individual business reputation, training and development of staff and overseeing efficiency of operations.
• To foster a culture of recognition and high performance in an effort to retain employees.
• Mobility is an important criterion of the role. Travel is often required on a daily basis and at times may occur outside of regular business hours.
• The profile requires an individual with demonstrated leadership skills, a dynamic management style, and proven effectiveness and productivity within a management portfolio.
Competencies required to succeed
• Management abilities - demonstrated skills to effectively manage people and service, using a fiscally responsible approach and an entrepreneurial focus.
• Achievement Orientation - demonstrated initiative and resourcefulness to achieve desired goals and o objectives.
• Problem Solving - the ability to look at situations and barriers to creatively provide solutions that meet the needs of all parties in the best collective manner possible.
• Business Acumen - the ability to initiate and contribute to business development through visibility, displaying of technical expertise and networking.
• Initiative - must be able to proactively identify new opportunities within the industry and successfully lead those opportunities to conclusion.
• Service Orientation - Creates and sustains an organizational culture which encourages others to provide the quality of service essential to high performance.
• Leadership skills - the ability to lead people effectively.
• Determination - the ability to continue to strive for a solution despite obstacles from others and/or uncontrollable situations.
Responsibilities
Financial Management
• Responsible to meet or exceed revenue contributions and margins as applicable to the branch
• Responsible for the management and collection of account receivables
• Responsible for the management of adjusters billings and maintaining the level of interims as per company standards

File Quality / Customer Service
• In preparation for QA file reviews, review billings and fees in accordance with client billing expectations and corporate standards
• Handle insured and client complaints, monitor and ensure resolutions reached
• Review/analyze/sign adjuster’s reports, ensuring compliance/accuracy and efficiency

Technical Expertise and Support
• In conjunction with the other Subject Matter Expert Managers act in a consultative and advisory capacity on claims matters and technical issues such as: liability determination, investigation, policy interpretation, settlement negotiation, and reserve establishment for claims
• Provides file review feedback and in some cases direction on file completion

Adjuster Production
• Manage budgeted revenue expectations in conjunction with individual adjuster production
• Manage own file handling as required by management and meet production targets in line with corporate expectations

Employee Development
• Coach and develop employees by providing on-going feedback on technical and quality issues
• Prepare and discuss performance reviews with staff members
• Support technical training and other development requirements

Resource Management
• Monitor and assess resources (capacity) vs. volume in conjunction with Human Resources and the management team
• Responsible for the recruitment and selection of adjusters for the branch
• Provide leadership to cross-functional staff and ensure maximization of performance, motivation and production
Accountabilities [and to whom]
• Execution of their portion of the Business Unit Plan, with regular and meaningful communication on key issues and initiatives – Business Unit Leader
• Active participation and feedback in developing plans and problem solving issues – Branch personnel.
• Participating and executing against the QA plan – QA Leader.
• Ensure timely and quality delivery of services – Insureds, claimants and other clients.
Education, knowledge and experience required

A combination of education and experience equivalent to a College or University degree with minimum 5+ year’s experience as an Adjuster within the insurance services industry. Candidates must hold a valid Level 3 Adjuster’s Certificate and:
o Associate or Fellow of the IIC or CIP or FCIP;
o Have successfully completed the C-32 (Bodily Injury Claims) and either C-46 (Claims 2) or C-41 (Property Loss Adjustment) of the IIC or C-111 (Advanced Loss Adjusting);
o Have acted as an adjuster for at least 60 consecutive months within the 10 year period immediately preceding the date of application OR eligible to write Level 3 exam.
• Specialty in property preferred, multiline also acceptable.
• Proven adjusting skills.
• Strong communication skills both written (including technical) and oral
• Demonstrated organizational skills with the ability to prioritize and manage conflicting priorities in an effective manner.
• Proactive and positive approach to customer service ensuring that all inquiries are effectively dealt with in a timely manner.
• Strong interpersonal skills allowing you to effectively deal with conflict and difficult situations.
• Strong commitment to ongoing education and learning.
• Demonstrated abilities in business development activities.
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