Manager, LTD Claims

Disability Management Institute•,

1d•CA$95,000 - CA$120,000•Remote

About The Position

The Manager, LTD Claims is a key leader within the Disability Management Institute and is responsible for overseeing the day-to-day operations of the Long-Term Disability (LTD) claims team. This role supports Case Managers, Adjudicators, their Senior counterparts, and Supervisors to ensure a gold-standard client experience. Reporting to the Director of Claims, the Manager of LTD Claims, collaborates with business leaders to drive strategic initiatives, develop staff, improve performance metrics, and continuously enhance service delivery. The Manager is also responsible for fostering a supportive environment for coaching, development, and process improvement. This is a remote role within Canada. We are open to candidates across the country, however you must work within our core business hours.

Requirements

7+ years of progressive experience in disability management (preferably with insured blocks of business)
2+ years of supervisory experience supporting a small- to medium-sized team in group benefits or insurance
Completion of post-secondary education in human resources, psychology, social work, kinesiology, nursing, or a related discipline (asset)
Communicator – You speak and write clearly and articulately without being overly verbose or talkative. You maintain this standard in all forms of written communication, including Email and live up to verbal and written agreements. You communicate in a positive and respectful manner.
An Organized Planner – You plan, organize, and schedule in an efficient, productive manner while focusing on key priorities. You are able to stay on track and meet deadlines by not allowing important details to slip through the cracks or derail a project.
A Collaborator – You reach out to peers and cooperate with supervisors to establish an overall positive and collaborative working relationship. You will lend a helping hand whenever it is needed.
An Innovator – You generate new and innovative approaches to problems by asking questions and respectfully challenging current processes. You bring new ideas to the Company and strive for continual improvement of their daily operations and/or work activities.

Responsibilities

Meet with internal stakeholders and team members to build relationships and understand current LTD claims processes and challenges
Assess current metrics, workloads, and performance benchmarks across the LTD team
Review departmental processes, coaching initiatives, and training needs, then begin development plans for Supervisors, Seniors, and Case Managers
Provide ongoing coaching, mentoring, and leadership guidance to strengthen both technical and leadership skills within the team
Manage the operations of multiple LTD claims teams by ensuring workload distribution, performance tracking, and adherence to service standards
Participate in claims strategy sessions to support turnaround time, client satisfaction, and resolution goals
Communicate expectations for quality standards and support the delivery of holistic, best-practice claims management
Monitor performance through departmental metrics, direct file reviews, and client feedback to ensure accountability and continuous improvement
Support recruitment and onboarding of new team members, ensuring training aligns with department and organizational goals
Collaborate with business units to develop and implement new policies, procedures, and process improvements
Attend client and partner meetings as needed, representing DMI’s Claims Department with professionalism and expertise
Manage escalated claims and high-risk client concerns, providing expert adjudication and risk management
Lead strategic claims initiatives including turnaround time reduction, resolution strategy enhancement, and change management
Contribute to organization-wide initiatives, ensuring LTD practices align with overall corporate goals