Job Overview Zurich Canada is looking for a Claims Call Center Manager to lead and oversee the daily operations of our Care Center, ensuring a proactive approach to claims handling and team development. You will oversee daily claims intake, customer service performance, and team leadership to deliver efficient, compliant, and high‑quality claims handling. Hybrid work model: three days per week of in‑person presence, including office or market‑facing engagements. Responsibilities Lead and manage day‑to‑day operations of the claims call centre, including staffing, scheduling, and workflow management Monitor and drive performance against KPIs such as service levels, average handle time, and quality assurance scores Coach, mentor, and develop team members to maximize performance and engagement Oversee claims intake processes—including First Notice of Loss (FNOL) and escalation handling Ensure compliance with regulatory, legal, and internal policies governing claims handling Analyze operational data and prepare reports for senior leadership on trends, productivity, and customer outcomes Collaborate with internal stakeholders (underwriting, brokers, adjusters) and external partners Handle complex or escalated customer complaints and claims issues Required Qualifications Bachelor’s Degree and 4 or more years of experience in Claims or Administrative area OR High School Diploma or Equivalent and 6 or more years of experience in Administrative area OR Zurich Certified Insurance Apprentice including an Associate Degree and 4 or more years of experience in Claims or Administrative area AND Customer service experience People management experience Preferred Qualifications Minimum of 4 years of experience in insurance claims and/or call centre operations Previous leadership experience (team lead, supervisor, or manager) Strong knowledge of claims processes, investigation, and settlement practices Proven ability to manage KPIs, workforce planning, and performance metrics Excellent communication, problem‑solving, and decision‑making skills Post‑secondary education in business, insurance, or related field preferred Insurance certifications (e.g., CIP) are an asset Salary & Benefits Salary range: $68,000 – $109,000. This range reflects the expected pay for the role across Canada and may vary depending on factors such as office location, specific responsibilities, and individual qualifications. As required by local law, Zurich provides a reasonable compensation range, and starting salaries may exceed this range based on skills and experience. Benefits include a comprehensive health/benefits plan, four weeks vacation per year, four personal days per year, and a competitive total compensation package. Equal Opportunity Employer Zurich Canada is committed to pay equity and determines compensation based on objective criteria such as skills, experience, and internal equity. All hiring decisions are made by qualified hiring professionals. #J-18808-Ljbffr