Manager, Tribunal Case Review

ATTENTION: This is an internal ICBC job posting. External applicants will not be considered.  

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We look forward to hearing from you!

The Manager, Tribunal Case Review, leads the delivery of Civil Resolution Tribunal (“CRT”)  processes for Accident Benefits (“AB”) and Enhanced Accident Benefit (“EAB”) CRT disputes. This role ensures quality, consistency, and timeliness in dispute file reviews and develops strategies to improve dispute handling, supporting corporate and departmental objectives.

Specific Accountability

• Manage and participate in AB and EAB CRT dispute processes, ensuring independent, objective, and consistent assessments of dispute handling.
• Develop, recommend, and implement strategies, procedures, and policies to enhance AB and EAB CRT dispute management, supporting ICBC’s corporate goals.
• Contribute to the design and framework of AB and EAB CRT dispute programs, including templates, baselines, and reporting metrics.
• Act as a subject matter resource to legal and claims management teams on AB and EAB CRT dispute best practices, and continuous improvement initiatives.
• Identify common issues from AB and EAB CRT decisions, develop solutions to maintain consistency, control costs, and improve the claimant experience.
• Produce technical reports and presentations for leadership, contributing to the development of program reporting and performance metrics.
• Conduct benchmark exercises against internal and external best practices to ensure review standards are current and effective.
• Evaluate and monitor the quality of AB and EAB CRT dispute handling, providing recommendations for process improvement.
• Select, develop, and mentor staff reporting to the manager, ensuring professional growth and alignment with departmental objectives.
• Manage the operational budget for the AB and EAB CRT dispute function.

Technical Requirements

• Knowledge of corporate strategic goals, policies, and initiatives to develop AB and EAB CRT dispute objectives and strategies.
• Knowledge of relevant acts, regulations, policies, and procedures governing EAB  CRT disputes, including high-risk cases and legal proceedings.
• Understanding of CRT decisions and tribunal processes.
• Knowledge of business and legal systems used to support AB and EAB CRT disputes.
• Expertise in business process review, continuous improvement, and assessment principles.
• Ability to analyze complex legal and operational issues and recommend effective solutions.

Are you the ideal candidate? 

• Demonstrates sound judgment, strategic thinking, and problem-solving skills.
• Effective leadership, coaching, and team management capabilities.
• Strong communication and stakeholder engagement skills across all levels of the organization.
• Undergraduate degree or professional designation in a related discipline (e.g., law, insurance, risk management, or related field).
• Minimum 10 years of relevant experience, including direct or indirect experience in CRT disputes, claims management, or legal case handling.
• Strong understanding of legal principles, regulatory frameworks, and claims management processes.

About us: 

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. Check out our ICBC Year in Review 2025  to learn more about what we've accomplished! If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of.

 Our values guide how we interact with customers, partners, and each other. They shape our decisions and create a culture where employees feel inspired and empowered to do their best work.

• Collaborative: We include different perspectives to reach our common goals.
• Supportive: We seek to understand to meet diverse and evolving needs.
• Straightforward: We simplify the complex to make things easier.
• Knowledgeable: We gain knowledge through experience and learning to make informed decisions.

Work arrangements defined: 

• Hybrid 8 – you will work a minimum of 8 days in a 4-week period at your primary office headquarters (typically 2 days per week). The remaining days will be remote within British Columbia. 

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