Manager Life & Disability Claim Management

THE EMPIRE LIFE INS. CO•Kingston, ON

8d•Hybrid

About The Position

Empire Life is looking to hire a Manager Life and Disability Claims Management to join our Group Operations team. We are actively seeking candidates to fill a current, open position. 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. The incumbent works within defined procedural constraints and under the general supervision of the VP Life and Disability Claims. Our mission is to provide expertise and intelligent solutions to help Canadians navigate life with confidence. We understand the importance of work-life balance and strive to provide a supportive work environment that allows our employees to achieve both personal and professional goals. This opportunity allows for growth of skills while directly contributing to the business unit.

Requirements

5+ years work experience in Disability Management, Rehabilitation Services, Group Insurance and/or Leading an operational team
Completion of a university degree with a concentration in one of the following areas: Sciences, Business, Psychology, Human Resources, or more directly concentrated in the disability field
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
Language proficiency in English is required for communicating with customers, advisors, or employees across Canada, unless otherwise indicated in the position

Nice To Haves

Bilingualism (English/French) is considered an asset
Combination of education or experience in data analytics, group insurance industry, process improvement and/or leading operational teams

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

Benefits

Hybrid work model
Competitive salaries with annual pay increases
Annual bonus program, which recognizes both strong company performance and individual contributions, for non sales positions
Access to learning & development programs, and education/tuition reimbursement (role dependent), to support your professional growth and career advancement.
Competitive uncapped commission, for sales positions
A comprehensive employer-funded benefits package starting from day one of employment, that includes life insurance, health and dental and a generous health account
Flexible work arrangements and an annual allotment of personal health days.
Four weeks annual vacation from hire date
A defined contribution pension plan with generous employer matching
Top up programs for parental leave and compassionate leave
Employer-sponsored wellness and recognition programs
A cash employee referral program