HELEN MAHERAS
Toronto,Canada
Summary
Strategic claims insurance leader with national leadership experience in claims litigation services support operations and a strong foundation in Accident Benefits claims. Skilled at driving operation improvements, leading diverse teams, and delivering measurable business results. Bring over a decade of Accident Benefits expertise, combined with strong people leadership, change management, and financial accountability. Committed to strengthening internal controls, advancing customer and colleague experiences, and developing resilient teams that deliver sustained success.
Overview
24
24
years of professional experience
Work History
Sr. Manager, Claim Litigation Services
TD Insurance
01.2019 - Current
- Report to the VP of Claims Litigation Services and lead the national litigation support group, overseeing legal office supervisors, litigation clerks, LAT clerks, legal assistants, and office administrators across Canada
- Provide strong leadership to enhance team productivity, engagement, and morale, while fostering a collaborative, high-performing work environment
- Oversee day-to-day operations of Claims Litigation Services nationally, ensuring the consistent delivery of high-quality legal support services aligned with business objectives
- Partner closely with managing lawyers, practice leaders, and the technical manager to align support teams with strategic priorities, operational best practices, and regulatory compliance
- Lead the national Claims Litigation Services real estate expansion project, overseeing office expansion and relocation initiatives with a portfolio valued at over $10.8 million. Successfully launched three new offices in Ottawa, St. John's (Newfoundland), and Saint John (New Brunswick), with three additional offices underway in Calgary, Edmonton, and Halifax
- Spearheaded the Clerk and Support Transformation (CAST) project, launched in 2021, modernizing the department's support model by introducing law clerks for the first time in over 20 years. Transitioned from a structure supported solely by legal assistants and two longstanding litigation clerks to better meet the evolving needs of all lawyers nationally
- Lead cross-functional teams to drive strategic initiatives, optimize service delivery, and enhance operational efficiency
- Build and maintain strong partnerships with internal clients and claims partners to support business objectives and long-term collaboration
- Champion continuous improvement and oversee national performance through comprehensive training, quality reviews, employee recognition, performance initiatives, and targeted improvement planning, ensuring high standards of service excellence and compliance
Group Manager, Casualty Claims
TD Insurance
07.2012 - 01.2019
- Led the Ontario Casualty Claims operations, accountable for service delivery, financial performance, and operation execution
- Championed the successful rollout and execution of the BI end-to-end journey, improving the customer experience and streamlining processes
- Provided leadership necessary to drive customer service excellence and business performance by ensuring optimal policyholder support through investigation, equitable resolution of meritorious claims, and aggressive defense of non-meritorious claims
- Drove a high-performance, customer-first culture through clear vision, strong leadership, and alignment with corporate values
- Executed business strategies, goals, and budgets with a focus on service excellence, cost control, and financial optimization
- Built and inspired resilient, high-performing teams by fostering a positive, learning-driven environment
- Resolved complex client complaints, balancing customer satisfaction with organizational objectives
- Promoted continuous improvement and operational innovation to drive service quality and business growth
Team Leader, Casualty Claims
TD Insurance
01.2012 - 07.2012
- Led a high-performing team by delivering exceptional client service, exceeding expectations, and modeling service excellence
- Coached and developed team members through feedback, recognition, and targeted development plans to maximize performance
- Accountable for business unit results, including financial performance, audit outcomes, retention, and quality CEI and core scores
- Managed claim assignments, authority verifications, and daily cheque releases to maintain operational control
- Resolved escalated client issues, balancing client needs with organizational objectives
- Communicated business goals, industry updates, and process improvements through regular team meetings
- Drove a positive, high-engagement team environment focused on continuous improvement and service excellence
Team Leader, Accident Benefits
TD Insurance
11.2007 - 01.2012
- Internal
ADR Specialist, Accident Benefits
TD Insurance
01.2005 - 11.2007
- Internal
Claims Advisor, Accident Benefits
TD Insurance
01.2001 - 01.2005
- Internal
Education
WIL, Rotman Financial Acumen Program
University of Toronto
Honours Bachelor of Science
University of Toronto
Rehabilitation Services Certificate Program
York University
Certificate in Dispute Resolution
York University
Dispute Resolution And Negotiation Certificate
Ryerson University
Litigation
Humber College
C11 Principles And Practice of Insurance
The Insurance Institute of Canada
Skills
- 24 years of claims expertise and 17 years leading high-performance teams to deliver operational, financial, and client excellence
- Strategic leader with a proven ability to drive operational excellence, enhance risk controls, and deliver financial and client outcomes
- Skilled and results-oriented, with a strong record of executing transformation initiatives, strengthening controls, and delivering financial commitments
- Passionate about talent development and fostering an inclusive, high-performance culture anchored in shared commitments and strategic goals
- Strong risk management and controls focus, balancing client needs, operational excellence, and organizational goals
- Proven ability to build and maintain trusted partnerships across business units, stakeholders, and external partners
- Effective communicator and negotiator, influencing stakeholders and advancing strategic objectives across all levels of the organization
- Resilient change agent with a proven ability to lead teams through transformation while maintaining focus on strategy and execution
- Highly organized, decisive, and focused on execution, consistently delivering results aligned with enterprise objectives
- Committed to cultivating an inclusive, growth-focused culture that supports colleague development and elevates organizational performance
Timeline
Sr. Manager, Claim Litigation Services
TD Insurance
01.2019 - Current
Group Manager, Casualty Claims
TD Insurance
07.2012 - 01.2019
Team Leader, Casualty Claims
TD Insurance
01.2012 - 07.2012
Team Leader, Accident Benefits
TD Insurance
11.2007 - 01.2012
ADR Specialist, Accident Benefits
TD Insurance
01.2005 - 11.2007
Claims Advisor, Accident Benefits
TD Insurance
01.2001 - 01.2005
WIL, Rotman Financial Acumen Program
University of Toronto
Honours Bachelor of Science
University of Toronto
Rehabilitation Services Certificate Program
York University
Certificate in Dispute Resolution
York University
Dispute Resolution And Negotiation Certificate
Ryerson University
Litigation
Humber College
C11 Principles And Practice of Insurance
The Insurance Institute of Canada
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