Bilingual Manager & Disability Claim Management

Bilingual Manager Life and Disability Claims Management

Location:

Remote anywhere in Canada or Hybrid if close to an office.

The total target compensation (TTC) range, including salary and target bonus, is $99,568 - $145,600. This TTC range is applicable to permanent roles only; fixed‑term contract and casual roles are not eligible for annual bonus and would receive only the base salary component. The actual base salary offered within this range will be determined by the successful candidate’s skills and experience, as well as internal equity.

Empire Life is looking to hire a Bilingual Manager Life and Disability Claims Management to join our Group Operations team. 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.

• High‑Performance
  
  Coaching:
  
  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.
• Training and Onboarding:
  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.
• Engagement & Culture:
  Facilitate daily interactions and team meetings to foster a collaborative learning environment that reduces burnout and promotes professional growth.
• Accuracy & Quality Assurance:
  Drive appropriate file reviews to ensure sound decision‑making, adherence to contractual guidelines, and understanding medical and non‑medical factors.
• Early Intervention Advocacy:
  Promote the effective and early use of Rehabilitation Services to improve recovery outcomes and reduce claim durations.
• Complex Case Management:
  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.
• Data Driven Performance:
  Analyze, interpret, and use data to identify claim opportunities, understand resourcing needs and identify additional operational trends/insights.
• Process Evolution:
  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.
• Service Excellence:
  Deliver clear, proactive, and exceptional communication throughout the claims journey, ensuring all claimants, plan sponsors, and partners remain thoroughly informed and supported.
• Provide leadership, expert consultation and solution generation to ensure the effective decision making and ongoing administration of Life and Disability Claims.
• Work 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.

• 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 Sciences, Business, Psychology, Human Resources, or more directly concentrated in the disability field.
• Combination of education or experience in data analytics, group insurance industry, process improvement…