Dir, Corp Claims QA & Training (SGIC)

Out of Scope

Full-time, Permanent

Location: Regina/Saskatoon/Calgary/Edmonton/Winnipeg/Toronto

The successful candidate must reside in the area where SGI is located. This role is 100% in office.

Salary: $122,139.00 - $162,859.00 Annual

Division: SGI Canada

Posting Close: December 2, 2025

General Accountability

Responsible for leading the Corporate Claims quality assurance program, claims training program and continuous improvement framework for SGI CANADA (SGIC) claims.  Develops and implements a strategic quality assurance (QA) framework, ensuring the alignment of QA programs with corporate and divisional goals and leading independent claims file audits. Establishes key quality and performance indicators to monitor and improve claims handling performance. Collaborates with other departments to ensure the QA program adheres to best practices and regulatory standards. Develops internal control frameworks and regulatory compliance programs focused on Claims Operations. Leads implementing enhancements that improve the overall efficiency and effectiveness of the claims processing system. Oversees claims training programs, ensuring they are developed and delivered effectively in collaboration with Human Resources and other business areas to align the training strategy with the overall technical learning framework. Collaboration will be required between the SGIC and Auto Fund Corporate Claims Quality Assurance & Training teams to ensure consistency and alignment where it is appropriate.

Key Accountabilities

Note: This section is not intended to be an exhaustive list of duties and responsibilities – other duties and responsibilities may be assigned.

Corporate Claims Quality Assurance

• Leads the establishment of a quality definition and quality objectives for claims handling.

• Accountable for the development of a quality assurance (QA) strategy and framework for applicable Claims Operations.

• Oversees the establishment, monitoring, and review of the QA program effectiveness, including the establishment key quality indicators (KQI’s) and key performance indicators (KPI’s).

• Provides strategic oversight to claims quality assurance by ensuring the QA strategy, framework, and programs are aligned with corporate and divisional strategies and goals.

• Leads a team responsible for assessing and monitoring relevancy of KQI’s to ensure ability to deliver on corporate and divisional objectives, identifying areas of concern, potential process improvements and training needs.

• Leads a team in conducting independent claims file audits, reporting audit results, providing remediation plans, and following up to ensure identified issues have been addressed in compliance with Corporate Claims audit requirements.

• Provides objective, independent, risk-based claims quality and control oversight to continually improve claims portfolio performance. 

• Collaborates with Corporate Underwriting and other areas in the company (Audit, Risk Management, etc) to ensure quality assurance program is consistent and utilizes best practices.

Internal Controls and Regulatory Compliance

• Accountable for the development of a claims focused internal control framework that is aligned with CEO/CFO certification.

• Develops regulatory compliance frameworks for claims.

• Oversees the establishment, monitoring, and review of internal control and regulatory compliance programs.

• Provides strategic oversight to internal control and regulatory compliance frameworks and programs by ensuring they align to corporate risk tolerances and corporate strategies.

• Oversees external audit inquiries, ensuring identified risks are mitigated and processes are in place to achieve control objectives.

• Collaborates with other Corporate Claims Directors, Compliance, Risk Management, and Corporate Audit in the establishment and execution of the internal control and regulatory compliance frameworks.

Corporate Claims Training

• Provides strategic oversight to and leads a team in the development and execution of claims training requirements.

• Collaborates with Human Resources/Corporate Technical Training and other business areas on the technical learning framework and implementation of a training strategy for claims.

• Oversees the implementation and management of a governance structure for claims training development, maintenance, and delivery.

• Leads a team responsible for establishing claims training programs, monitoring and reviewing program effectiveness (establish measures, readiness of learners, delivery methods, etc.) and continuously improving the training program.

Continuous Process Improvement

• Develops a continuous improvement framework for Corporate Claims and leads the ongoing maintenance of the framework.

• Leads a team that maps and analyses key processes and monitors the outputs of the continuous improvement framework to identify process improvement opportunities.

• Ensures developed key performance and quality indicators meet divisional and corporate goals and will provide advice, guidance, and recommendations on the achievement of desired business outcomes.

• Supports the management of process improvement initiatives, ensuring alignment to divisional and corporate goals, mitigation of identified risks, reporting on benefits realization, and efficient management of project timelines.

• Consults with and advises leadership on process and performance improvement opportunities, both short-term and long-term.

• Supports the management and coordination of a portfolio of projects impacting business processes on behalf of the business area.

• Collaborates with Corporate Claims, Product Management & Corporate Underwriting, and Claims Operations to envision and design strategies that will improve workflows and ensure cohesive cross-functionality within Corporate Claims and Operations.

• Collaborates with Corporate Claims Product leadership to implement effective claims workflows for Claims Operations.

• Establishes and monitors standards for best practices to capture data/information for use in research, analysis, reporting and strategy development.

Systems and Support Services

• Responsible for collaborating with Claims Operations to determine systems and equipment needs and coordinates with internal or external partners to ensure an efficient implementation of the systems and equipment.

• Oversees GIS (General Insurance System) and GWCC (Guidewire Claims Center) process support and ensures direction, advice, and guidance on the use of new computer technology is provided.

People Leadership

• Builds a high performing workforce by actively leading human resource activities.

• Ensures development of divisional succession plans.

• Builds a culture of leadership and accountability to effectively deliver on strategic and corporate strategies, ensuring integration with employee performance development and career development plans.

• Drives performance through team members and is committed to leadership development across the company, supporting employees and workforce readiness through mentoring, training, and developmental opportunities.

Corporate Management

• Ensures programs and policies are in alignment with corporate, strategic, and divisional strategies. 

• Manages risk in area of authority.

• Prepares, reviews, manages and/or approves departmental/divisional budgets.

• Prepares decision requests, decision and/or information items and/or SGI board items.

• Ensures that the Health, Safety and Emergency Management Policy is applied in area of responsibility, including development, implementation and managing of program components specific to departmental health and safety requirements.  

• Makes decisions for departmental operations that are efficient, effective and in alignment with strategic direction and priorities.

• Ensures department and program policies, procedures and guidelines are in compliance with applicable federal and provincial legislation and regulations; implements and evaluates changes to legislation and regulations in area of authority.

• Establishes and maintains an effective system of internal controls to support reliable financial reporting and compliance in accordance with applicable laws and regulations within the span of control and communicates the importance of internal controls to staff.

Education and Experience

• Four-year degree from an accredited post-secondary education institution in a relevant field of study such as Business, Mathematics & Applied Science or Social Services.

• Ten years of related experience comprised of six years progressively challenging leadership experience and four years’ experience in claims.

Knowledge, Skills and Abilities

• Knowledge of quality and process improvement methodologies, tools, and techniques.

• Knowledge of the insurance industry.

• Knowledge of claims processes, procedures, products, philosophies, risk information sources and how they interact to support the business.

• Knowledge of the applicable regulatory environment and the ability to interpret and apply jurisdictional laws and regulations. 

• Knowledge of claims internal and external systems.

• Knowledge of organizational units, and how they interact to support the corporation’s operations.

• Knowledge of how financial information contributes to management understanding and decisions.

• Knowledge of project management methodologies and techniques required to plan, manage, and execute projects.

• Ability to write technical and high-quality reports that are clear, concise, and targeted to the audience.

• Ability to understand business imperatives and drivers, find relevant data correlations, and recommend changes that help drive business value. 

• Ability to prepare and deliver effective presentations.

• Analytical, critical thinking and problem-solving skills to resolve or propose solutions or new approaches to business problem or needs. 

Behavioural Competencies

Leader Level 4 – Applies (Department/Division)

• Accountability - Enables Performance Across Teams/Business Units

• Business Acumen - Formulates Departmental/Divisional Plans in Relation to Internal and External Environment

• Change Agility - Defines Areas for Change and Follows Through

• Leadership - Leads the Department/Division

Diversity is a cornerstone of SGI. We believe all candidates should be given the opportunity to fully participate during the recruitment process. If you require an accommodation, we invite you to submit your accommodation request to [email protected], and we will work through your request with you. All information received will be kept confidential.

Posting Close Date: