The Manager, Life and Disability Claim Management is a pivotal leadership role responsible for the daily operations, strategic talent development, and driving claim outcomes. This role utilizes a data-informed coaching model, focusing on early intervention, decision accuracy, and the retention of skilled Claim Managers. The incumbent ensures service excellence while navigating an increasingly complex claim landscape, specifically regarding mental health and extended durations.
Qualifications
- Fully bilingual in French and English
- 5+ years work progressive experience in Disability Management including progressive leadership experience
- Combination of education or experience in data analytics, group insurance industry, process improvement and/or leading operational teams
- Well-developed analytical, decision-making and problem solving skills
- Ability to conduct research, investigate and analyze
- Ability to prioritize and balance multiple tasks or projects
- Attention to detail/accuracy
- Ability to make independent decisions with significant reputational and financial implications to the company
- Clear writing, listening and verbal communication skills
Responsibilities
- Provide advanced coaching and mentorship, specifically designed to develop and retain claim professionals.
- Establish clear, measurable performance objectives aligned with team objectives; provide high-frequency, real-time coaching and ongoing feedback that empowers Claim Managers
- Deliver a comprehensive learning program that equips new hires to handle claim complexities immediately. Deliver/coordinate ongoing training that supports the needs of the organization and the gaps within the team.
- Facilitate daily interactions and team meetings to foster a collaborative learning environment that reduces burnout and promotes professional growth.
- Drive appropriate file reviews to ensure sound decision-making, adherence to contractual guidelines, and understanding medical and non-medical factors.
- Promote the effective and early use of Rehabilitation Services to improve recovery outcomes and reduce claim durations.
- Act as the subject matter expert for navigating claim challenges, including primary mental health claims and those showing signs of becoming long-term disability claims
- Analyze, interpret, and use data to identify claim opportunities, understand resourcing needs and identify additional operational trends/insights.
- Identify process gaps and challenges (from the “customer lens” as well as the lens of operational effectiveness) and lead the rethink and redesign of processes.
- Deliver clear, proactive, and exceptional communication throughout the claims journey, ensuring all claimants, plan sponsors, and partners remain thoroughly informed and supported.
- Provides leadership, expert consultation and solution generation to ensure the effective decision making and ongoing administration of Life and Disability Claims.
- Working in partnership with the broader life and disability management leadership team as well as the group operations leadership team to foster collaboration, solve business problems, and remain consistent where appropriate
- Develop, implement and review programs and policies to support operational objectives including the development of best practices and protocols.
- Manage claim escalations and appeals, ensuring process adherence, and timely communication to customers and partners
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