Claims Relationship Manager – Personal Insurance & SME
Toronto, ON
Position Overview
This is an exciting opportunity for the right individual with technical claims expertise within a multi-line complex claims environment.
In this role you will be responsible for managing the internal and external claims relationship for Personal Lines Household & Auto, as well as Commercial Auto & Small Business claims and underwriting, including contributing to the RSA Portfolio Management Strategy.
Working with Clients, Agents, Brokers, and RSA business partners, you will promote the RSA Best in Class claims service proposition. This includes assisting in the servicing and retaining of client business, developing and maintaining strong, positive, externally focused client and broker relationships, trouble-shooting, and ensuring customer satisfaction within defined service standards.
Keeping You Moving

RSA is one of the world’s leading multinational insurance groups with over 300 years of experience and over 20 million customers worldwide.
Our people are committed to building a dynamic internal culture where our people love what they do and feel motivated to keep things moving – for customers, for their colleagues and as part of their own growth and development.
In RSA, employing positive people is how we achieve success. You will be working in an environment that encourages you to do great work and you constantly will be faced with fresh challenges that have a direct impact on our business. We believe your personality and passion will keep RSA and our business moving forward.
At RSA we have a culture that supports and rewards high performance with a competitive reward policy for top performers. Our rewards package includes competitive compensation, work / life balance, opportunities to learn and the chance to make a difference working for a worldwide industry leader.
At RSA Canada, our purpose is to Make Life Better Together and we do that every day through our commitments to our people, our customers and our partners. We are committed to fostering an inclusive, fair, and accessible environment where every team member has the opportunity to reach their full potential and where everyone feels comfortable being their true selves. We hire on the basis of merit and we are committed to inclusive, barrier-free recruitment and selection processes, as well as equal access to training and promotion opportunities.
Who you are

Your enthusiasm is infectious. You challenge the status quo. You find solutions to problems. You go the extra mile to exceed customers’ expectations. You get things done the right way. You represent our brand with passion and pride. You are a team player. You have fun and you make work fun for those working around you.
What you will achieve in this role
  • Build and maintain business relationships with clients, agents and brokers in support of new business, retention and cross-sell initiatives, across all lines and regions including RSA’s global network, to ensure consistency of service.
  • Lead or participate in project/client presentations to prospective and existing clients and brokers to support claim service initiatives.
  • Take an active role in gathering market data from a range of internal and external sources in order to provide underwriting and claims leadership, including Portfolio Managers and their teams, with timely knowledge and insight into claims trends and developments, which enable process improvements and strategic decisions to be made.
  • Responsible for negotiating claim services through an understanding of client's business, or broker portfolio, service requirements, standards and goals; and implement defined transition plans for new accounts.
  • Develop and execute bespoke account claims strategy for major clients and execute on performance guarantees and special claim handling instructions where appropriate.
  • Accountable for monitoring client service results. Identifying all pertinent client service issues and partnering with claims, underwriting, agents, brokers and/or clients to facilitate resolution and development of action plans when necessary. Implement initiatives to meet client service requirements, including coordination/generation of loss runs.
  • Support appropriate audit regime with external claim servicing partners, if required.
  • Comply with all applicable legal and regulatory requirements, and ensure at a level appropriate to the position, that appropriate measures are in place to ensure compliance.
  • Stay up to date on trends and developments within functional area, as well as the insurance industry.
  • May help with sales and marketing of products and/or services to new and existing clients.
  • Carry out quarterly meetings, WebEx’s or office visits (as a minimum) to the operational unit(s) to deliver update briefings to claims and underwriting staff regarding market changes, broker feedback and overall progress.
  • Lead and participate in committees or special projects as directed.
  • May perform additional duties as assigned.
What you bring to this role
  • Technical expertise acquired through a minimum of 5 years of either claims handling or underwriting of Household, Auto or Small Business risks - preference for experience with Personal Lines household claims or underwriting.
  • Appropriate knowledge of all relevant regulatory and legal requirements applicable to the position.
  • Strong knowledge of Guidewire Claims Centre, pricing modeling, and client set-up processes preferred.
  • Strong insurance industry knowledge, especially in the Personal Lines area as it applies to client services and claim products and services, administration, and systems applications.
  • Strong problem-solving and ability to organize and prioritize multiple tasks.
  • Ability to analyze claim statistical data with the ability to articulate findings.
  • Strong interpersonal skills to effectively serve client building relationships and support sales efforts.
  • Solid written and verbal communications skills.
  • Solid presentation and negotiation skills, including project management and problem solving skills.
  • Knowledge of reinsurance an asset
  • Ability to collaborate with and motivate others.
  • Strong working knowledge of Microsoft Office Suite and Salesforce.
  • Undergraduate degree and CIP designation ideal
Special Requirements
  • Travel to other offices or locations may be required.
  • A valid driver’s licence
Other Information

Applicants agree that by providing personal information in response to this ad, and otherwise in any recruitment process with RSA or its affiliated companies (the “Company”) such personal information may be retained and used for a period of one (1) year from the date of this application, for the purpose of consideration for employment opportunities which may arise during that time period, unless an applicant notifies the Company to the contrary.
We thank all applicants. However, only those selected for an interview will be contacted.
We invite you to learn more about us at our Career Site,, where you can apply on line.
RSA group of Companies is strongly committed to diversity and welcomes applications from visible minority group members, women, Aboriginal persons, and persons with disabilities, members of the LGBT community, and others who may contribute to the further diversification of ideas.
RSA group of Companies will provide reasonable accommodation for qualified individuals with disabilities in the job application process.
If you have difficulty using our online application system and you need an accommodation due to a disability, please email AODA@RSAGROUP.CA or call us at toll free 1 (800)-855-0511. Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.
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