Manager, LTD Claims

This is a fully remote position, open to applicants in Canada.

📋 Description

• Supervise the daily operations of the Long-Term Disability (LTD) claims team.

• Assist Case Managers, Adjudicators, Senior colleagues, and Supervisors to guarantee an exceptional client experience.

• Work in conjunction with business leaders on strategic projects, staff development, performance enhancement, and service delivery improvements.

• Hold meetings with internal stakeholders and team members to gain insights into LTD claims processes and obstacles.

• Evaluate team metrics, workloads, and performance standards.

• Analyze processes, coaching requirements, and training needs, and create development plans for Supervisors, Seniors, and Case Managers.

• Offer continuous coaching, mentoring, and leadership support.

• Oversee multiple LTD claims teams, including workload allocation, performance monitoring, and adherence to service standards.

• Engage in claims strategy discussions focused on turnaround times, client satisfaction, and resolution objectives.

• Track performance through metrics, file assessments, and client feedback.

• Assist with recruitment and onboarding while aligning training with departmental and organizational objectives.

• Collaborate with business units to refine policies, procedures, and processes.

• Attend client and partner meetings as required, representing DMI’s Claims Department.

• Handle escalated claims and high-risk client issues through expert adjudication and risk management.

• Spearhead strategic claims initiatives, including turnaround time reduction, enhancement of resolution strategies, and change management.

• Contribute to organization-wide projects that align with corporate objectives.

⛳️ Requirements

• Over 7 years of progressive experience in disability management, ideally with insured blocks of business.

• At least 2 years of supervisory experience managing a small to medium-sized team in group benefits or insurance.

• A completed post-secondary education in human resources, psychology, social work, kinesiology, nursing, or a related field is advantageous.

• Capability to work within DMI’s core business hours.

• Strong written and verbal communication skills.

• Competence in planning, organizing, scheduling, prioritizing, and meeting deadlines.

• Ability to collaborate effectively with peers and supervisors.

• Capacity to devise innovative solutions and respectfully challenge existing processes.

• Experience in LTD claims operations, performance metrics, file evaluations, client feedback, coaching, and process enhancement.

• Proficiency in managing escalated claims, high-risk client issues, expert adjudication, and risk management.

🏝️ Benefits

• Minimum of 3 weeks vacation.

• 26 long weekends annually through the Happy Friday program.

• Flexible work options, including remote and hybrid schedules.

• Extended health and dental benefits.

• RRSP matching.

• Wellness support.

• Comprehensive mental health resources.

• Clear career progression paths.

• Personalized learning opportunities.

• Leadership dedicated to investing in employee development.

• Accommodation provided during any stage of the hiring process.