Director, Long-Term Disability (LTD) Claims

Lincoln Financial • Charlotte, NC

3d • Remote

About The Position

We are excited to bring on a Director of Long-Term Disability (LTD) Claims to join our Majors Organization within the Group Protection Claims team in a remote environment, unless near our Charlotte, NC or Omaha, NE offices as they would be hybrid (3 days in office).

Within the Majors’ organization, we partner with some of the most respected clients in the industry, delivering solutions that set the standard for quality and innovation. Joining our team means working in a high-performance environment where your expertise makes a real impact.

As the Director of LTD Claims, you will provide leadership, coaching and development to your team of roughly 8 individuals consisting of LTD Claims Examiners, STD Claims Examiners, Statutory Claims, Paid Family Leave Claims & Quality Audit Consultants.
You will oversee and ensure the fair, ethical and timely management of complex claims for the LTD product. You will build and foster effective relationships across various departments within Lincoln's Group Protection Organization.

As a member of the Majors’ organization, you can expect:

Work with premier, highly referenceable clients.
Be part of a team recognized for best-in-class audit performance.
Contribute to exceptional customer and claimant satisfaction.
Thrive in a culture that adapts to evolving expectations.
Achievements include proven success on complex performance guarantees.
What you'll be doing
You will maintain knowledge on current and emerging developments/trends, assess the impact, and collaborate with management to incorporate new trends and developments in current and future solutions. In addition, you will direct and enhance organizational initiatives by positively influencing and supporting management change and/or departmental/enterprise initiatives.
You will identify and direct the implementation of process improvements that significantly reduce workloads or improve quality across the department. In addition, you will drive various projects forward to scale efficiency or enhanced customer experience.
You will provide training and development opportunities, including stretch assignments, for team members and give honest and open feedback to aid in the development of talent. In addition, you will direct and evaluate individual/team performance and take appropriate action to meet and/or exceed performance standards.
You will develop, maintain and analyze appropriate metrics and control mechanisms for claims including using data and analysis to improve business results by targeting opportunities and process improvements within claims. You will monitor Supplemental Health claim KPIs and appeal reporting while monitoring budget and staffing models.
You will do reviews and cascade State of Emergency announcements to claims management.
You will establish and implement priorities, performance goals and objectives to ensure group results.
You will develop and execute claim initiatives which have substantial impact on the success of claims handling, enhance customer experience and successfully meet the annual business operating priorities.
You will monitor and implement claims policy and guidelines in compliance with claim objectives and insurance laws and regulations.
You will ensure all Claims are eligible or ineligible for payment conform to quality, production standards and specifications. In addition, you will ensure claims processing is consistent with applicable policies, procedures and department guidelines.
You will develop and maintain close customer ties, articulates customer needs, keep priorities in focus with the desires and expectations of the customer.

Requirements

• 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's).
• 7+ Years of experience years in Claims that directly aligns with the specific responsibilities for this position, including 3+ years of managerial, supervisory, and/or demonstrated leadership experience.
• Demonstrated strong relationship management skills with internal/external clients with proven ability to develop creative and collaborative approaches.
• Ability to think critically, analyze information and to evaluate the implications of a course of action or solution.
• Demonstrate strong project management leadership skills including critical ability to coordinate and balance multiple projects in a time-sensitive environment, under pressure and meeting deadlines.
• Confident, comfortable communicator with strong written and verbal communication skills.

Nice To Haves

• Experience managing people leaders with ideally 5+ years of leadership experience.
• Group insurance operations experience.
• Group insurance service experience.

Responsibilities

• Maintain knowledge on current and emerging developments/trends, assess the impact, and collaborate with management to incorporate new trends and developments in current and future solutions.
• Direct and enhance organizational initiatives by positively influencing and supporting management change and/or departmental/enterprise initiatives.
• Identify and direct the implementation of process improvements that significantly reduce workloads or improve quality across the department.
• Drive various projects forward to scale efficiency or enhanced customer experience.
• Provide training and development opportunities, including stretch assignments, for team members and give honest and open feedback to aid in the development of talent.
• Direct and evaluate individual/team performance and take appropriate action to meet and/or exceed performance standards.
• Develop, maintain and analyze appropriate metrics and control mechanisms for claims including using data and analysis to improve business results by targeting opportunities and process improvements within claims.
• Monitor Supplemental Health claim KPIs and appeal reporting while monitoring budget and staffing models.
• Do reviews and cascade State of Emergency announcements to claims management.
• Establish and implement priorities, performance goals and objectives to ensure group results.
• Develop and execute claim initiatives which have substantial impact on the success of claims handling, enhance customer experience and successfully meet the annual business operating priorities.
• Monitor and implement claims policy and guidelines in compliance with claim objectives and insurance laws and regulations.
• Ensure all Claims are eligible or ineligible for payment conform to quality, production standards and specifications.
• Ensure claims processing is consistent with applicable policies, procedures and department guidelines.
• Develop and maintain close customer ties, articulates customer needs, keep priorities in focus with the desires and expectations of the customer.

Benefits

• Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes
• Leadership development and virtual training opportunities
• PTO/parental leave
• Competitive 401K and employee benefits
• Free financial counseling, health coaching and employee assistance program
• Tuition assistance program
• Work arrangements that work for you
• Effective productivity/technology tools and training

What This Job Offers

• Job Type: Full-time
• Career Level: Manager