Bilingual Manager Life & Disability Claim Management

THE EMPIRE LIFE INS. CO•Montreal, QC

9d•Hybrid

About The Position

Empire Life is seeking a Bilingual Manager Life and Disability Claims Management to join their Group Operations team. This pivotal leadership role is responsible for daily operations, strategic talent development, and driving claim outcomes. The 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 a complex claim landscape, particularly concerning mental health and extended durations. The role operates within defined procedural constraints and reports to the VP Life and Disability Claims.

Requirements

5+ years of work experience in Disability Management, Rehabilitation Services, Group Insurance, and/or leading an operational team.
Completion of a university degree with a concentration in Sciences, Business, Psychology, Human Resources, or a directly concentrated field in disability.
Combination of education or experience in data analytics, group insurance industry, process improvement, and/or leading operational teams.
Bilingualism (English/French) is required.
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.
English language proficiency is required for communicating with customers, advisors, or employees across Canada.

Responsibilities

Provide advanced coaching and mentorship to develop and retain claim professionals.
Establish clear, measurable performance objectives aligned with team objectives and provide high-frequency, real-time coaching and ongoing feedback.
Deliver a comprehensive learning program for new hires and coordinate ongoing training to support organizational needs and team gaps.
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 of 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 and lead the rethink and redesign of processes.
Deliver clear, proactive, and exceptional communication throughout the claims journey.
Provide leadership, expert consultation, and solution generation for effective decision-making and administration of Life and Disability Claims.
Partner with the broader life and disability management leadership team and the group operations leadership team to foster collaboration, solve business problems, and ensure consistency.
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.

Benefits

Hybrid work model
Competitive salaries with annual pay increases
Annual bonus program (for permanent roles)
Access to learning & development programs
Education/tuition reimbursement (role dependent)
Comprehensive employer-funded benefits package starting from day one (includes life insurance, health and dental, and a generous health account)
Flexible work arrangements
Annual allotment of personal health days
Four weeks annual vacation from hire date
Defined contribution pension plan with generous employer matching
Top up programs for parental leave and compassionate leave
Employer-sponsored wellness and recognition programs
Cash employee referral program