Claims Fraud and Investigations Manager

The Opportunity

Are you looking for a caring, collaborative, values-driven workplace with inspiring teammates and leaders? Do you have the ambition and desire to be the best and thrive at the most impactful global insurance provider in the world? Look no further than Zurich Canada.

If you have experience in insurance fraud investigations, claims operations, and people management and are looking for a new challenge, we would love to hear from you.

Zurich Canada is currently looking for a Claims Fraud and Investigations Manager for our Waterloo officee to lead and develop a team responsible for the prevention, detection, and investigation of suspected insurance fraud while supporting the effective management of claims fraud risk.

Reporting to the AVP, Investigative and Recovery Services you will oversee the daily operations of the Claims Fraud Investigations team, provide technical expertise and leadership on complex fraud matters, and help develop strategies that enhance fraud detection, investigation outcomes, and organizational savings. You will work closely with Claims leadership, investigators, Human Resources, and other key business partners to ensure investigations are conducted effectively, professionally, and in compliance with regulatory and governance requirements.

This is a unique opportunity to build your knowledge and experience for the future in a supportive environment where your voice matters. This posting is for an existing vacancy.

Zurich Canada uses artificial intelligence-enabled tools to support certain aspects of the recruitment process, including the initial review and screening of applications. Artificial intelligence is not the sole basis for candidate shortlisting or selection. All hiring decisions are reviewed and made by qualified hiring professionals.

Zurich follows a hybrid work model requiring three days per week of in-person presence, which may include time in the office or market-facing engagements.

The position is currently based in Waterloo, with plans to relocate to our new Kitchener office when it opens in early 2027.

What you will do

• Lead the daily operations of the Claims Fraud Investigations team and ensure the delivery of high-quality investigative services to the Claims organization.
• Promptly review and triage investigative referrals from all sources
• Promptly assign investigations to the appropriate internal investigator after triaging them
• Provide counter fraud education on key fraud indicators, fraud trends, fraud metrics, etc. to Zurich adjusters and management
• Provide operational leadership and technical guidance to investigators while supporting the development and execution of fraud investigation strategies.
• Deliver professional investigation reports with clear conclusions and technically sound recommendations.
• Monitor and manage highly complex fraud investigations, including matters involving arbitration and litigation.
• Handle technical referrals, complaints, and collaborate with Internal Audit regarding claims fraud investigation performance.
• Conduct quarterly quality audits of completed investigations and periodic reviews of open investigations as needed.
• Develop team capabilities through coaching, mentoring, and training related to fraud identification, investigation, documentation, and reporting.
• Serve as the primary day-to-day contact for Claims leaders and managers regarding fraud investigation activities.
• Ensure compliance with all local regulations, privacy requirements, and Zurich Claims governance standards.
• Collect, analyze, and report fraud-related data to support management reporting, business insights, and fraud strategy initiatives.
• Promote awareness and adherence to claims fraud prevention and investigation strategies across the organization.
• Act as the liaison between the Claims Fraud Investigation team and Human Resources on employee-related matters.
• Foster strong working relationships across Claims and other business units to support successful investigative outcomes.

Job Qualifications - What you bring to the table

• Bachelor's Degree and 6 or more years of experience in Insurance Fraud or Insurance Investigations.

OR

• Zurich Certified Insurance Apprentice, including an Associate Degree, and 6 or more years of experience in Insurance Fraud or Insurance Investigations.

OR

• High School Diploma or equivalent and 8 or more years of experience in Insurance Fraud or Insurance Investigations.

AND

• Leadership experience.
• Project management experience.
• Must obtain and maintain anti-fraud certification.
• Knowledge of claims handling processes and procedures.
• Experience interpreting and applying fraud statutes and regulations.
• Strong verbal and written communication skills.
• People leadership and team development experience.
• Experience working collaboratively across business units and stakeholder groups.
• Strong analytical, problem-solving, and decision-making skills.

At Zurich Canada, we are committed to pay equity. We determine compensation based on objective criteria such as skills, experience, and internal equity. The salary range for this position is $100,000 to $150,000. This range reflects the expected pay for the role across Canada and may vary depending on factors like office location, specific responsibilities, and individual qualifications. As required by local law, Zurich provides in good faith a reasonable compensation range, but starting salaries may exceed this range based on a candidate’s skills and experience.

Our Culture

• At Zurich, we are proud of our culture. We are passionate about Diversity, Inclusion, Equity and Belonging (DIEB). We want you to bring your whole self to work, and we want our employees to be reflective of the communities in which we live and work. Our DIEB initiatives are creating an environment where everyone feels welcome.
• We have a collaborative culture where diversity of thought is valued. We value your input and strive to give our employees the tools they need to make an impact.
• We care about our employees’ well-being and offer a comprehensive health/benefits plan with varying levels of coverage to suit your specific needs and a competitive total compensation package.
• We understand how important it is to rest, recharge and do the things you love. At Zurich, all employees receive a minimum of four weeks of vacation per year to do just that.
• We also understand that employees require time off for personal reasons. Maybe you have an appointment during a workday, a cultural or religious holiday you would like to observe, or you need time off to focus on your mental health. Zurich employees receive four personal days per year to be used at their discretion.
• We are committed to continuous improvement and offer access to a comprehensive range of training and development opportunities.
• We care about our communities. Our communities are where our customers, people, and shareholders live and work. While we can be proud of the contribution to society Zurich makes through our core business of insurance, we must also give back to our communities through our talent, time and resources.
• We have won numerous awards for our workplace culture. We are proud to be one of Greater Toronto's Top Employers and to have received Insurance Business Canada's 5-Star Diversity, Equity and Inclusion Award.

Make a difference. Be challenged. Be inspired. Be supported. Love what you do. Work for us.

About Us

Zurich Canada is part of the Zurich Insurance Group, a multi-line insurer with approximately 55,000 employees worldwide serving customers in global and local markets. Zurich Canada has been a leading insurance provider serving mid-sized and large companies, including multinational corporations, in the Canadian commercial market for 100 years. With over 900 employees in offices across the country, Zurich offers the global strength of a top insurance provider combined with in-depth knowledge of industries and local markets. Zurich Canada aspires to be risk management professionals' first choice as their premier partner to help meet the risk challenges of today and tomorrow. Read more at .

A future with Zurich

Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 148 years of experience managing risk and supporting resilience. We are a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. Today, we serve more than 25 industries, from agriculture to technology and insure 90% of the Fortune 500®. Our growth strategy is not limited to our business. As an employer, Zurich strives to provide ongoing career development opportunities and foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our people, our customers and the communities we serve.

As a global company, Zurich recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers’ expectations. Zurich is committed to providing a diverse, inclusive and barrier-free environment resulting in an accessible organization for employees, customers, and other parties who interact with, or on behalf of, Zurich. We strive to achieve a workplace free of discrimination of all forms, including discrimination on the basis of physical or mental disability, or medical condition. If you are interested in a job opportunity, please advise if you require an accommodation, so we can work with you to provide a more accessible process.

Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich Canadian Holdings Limited. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission.

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