Claims Learning Coach

#IN-DNI #LI-DNI

Company: CGIC
Department: Claims Shared Services
Employment Type: Regular Full-Time
Work Model: Hybrid (2 days in office)
Language: English is required, French is an asset.
Additional Information: This/these role(s) is/are currently vacant

The Opportunity:

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients and our communities.

As a Claims Admin Coach & Operations Specialist, you are responsible for onboarding, training, and developing proficiency within the National Claims Admin team by delivering coaching, technical support, and targeted feedback. You will support business continuity activities across claims, ensure records management compliance and complete operational control tasks, while driving continuous process improvements. Additionally, you maintain and enhance SharePoint and team sites, ensuring content accuracy and consistency through regular reviews and collaboration with subject matter experts.

How you will create impact:

• Develop, deliver, and maintain technical and soft skills training for Claims Admin learners, acting as the Subject Matter Expert (SME), encouraging participation in virtual learning environments, and providing ongoing training during critical points in learners' development paths.
• Partner with Leaders, Learners, Claims Learning, and SMEs to identify learning needs, develop and verify technical learning content and resources, and conduct regular content reviews to ensure materials remain current, accurate, and aligned with technical expertise.
• Provide coaching, technical support, mini reviews, and feedback to new Claims Admin learners and Technical Supervisors, while serving as a key resource during the learning phase and supporting knowledge sharing across teams, departments, and the organization.
• Support National Claims Admin Operations (NCCO) leaders by maintaining SharePoint and team sites and partnering with on-site support teams across Claims office locations to ensure effective operational support.
• Support and coordinate facilities management activities within Claims offices, participate in business continuity planning (BCP) testing, updates, and communications, and provide employee education on required BCP procedures.
• Oversee administration of the records management program to ensure compliance with regulatory requirements and adherence to appropriate storage protocols within Claims offices.
• Complete Operational Control tasks assigned by leaders and contribute to the continuous improvement of operational processes, driving consistent claims service delivery, enhanced client engagement, and ongoing business process innovation.

To join our team:

• You have 2-4 years of coaching or supervisory experience with demonstrated ability to mentor, coach and contribute to the learning and development of staff.
• You have a post-secondary education in Insurance or related field.
• You have or working towards your Chartered Insurance Professional designation.
• You have the knowledge of Claims Admin processes, workflows, and procedures to effectively support onboarding, training, and daily operations and an understanding of claims operations, systems, workflows and procedures.
• You have the ability to review, validate, and update technical content to ensure accuracy and alignment with current processes.
• You have the ability to work effectively with and across all levels of business and the ability to identify process gaps and improvement opportunities within training and operations.
• This position primarily works with majority non-francophone groups, and teams located outside of Québec, and requires proficiency in English. The essential non-French duties are not assignable to adjacent or other team members.

How you will succeed:

• You influence change and are committed to continuous improvement, in order to exceed client expectations.
• You leverage critical thinking skills to identify problems and proactively propose solutions.
• Your strong communication skills allow you to clearly convey messages.
• You’re an effective team player who shares knowledge to support our peers.

What you need to know:

• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.

What’s in it for you?

• Training and development opportunities to grow your career.
• Flexible work options and paid time off to support your personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Paid volunteer days to give back to your community.
• In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.

Salary information:

Expected salary range: $60,574.00 - $100,956​.00

The salary amount for the successful candidate is determined by Co-operators in its discretion and will vary depending on several criteria including but not limited to: local market conditions, geography and relevant job-related factors such as knowledge, skills, qualification, experience and education.