Bilingual Manager, Life and Disability Claim Management

Bilingual Manager, Life and Disability Claim Management

Location: Hybrid or Remote - Ontario

Empire Life is looking to hire a Manager, Life & Disability Claim Management to join our Group Operations team!

Why pursue this opportunity

Our mission - make insurance, investments and benefits simple, fast and easy for our customers.

The environment - 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.

Impactful work - get the opportunity to work on meaningful projects that have a positive impact on our customers, our company, and society as a whole.

Play an integral role - this is an opportunity that allows for you to grow your skills, while directly contributing to the business unit you are a part of.

What you’ll be working on

• Build a stable and collaborative team of disability claim management professionals
• Coach and mentor team members; identify employee training and development needs; participate in the hiring and employment processes for team members; set employee goals and objectives, optimize employee and team performance
• Deliver/support a comprehensive learning program to new employees and provide ongoing training support to team members in the effective management of claims
• Provide ongoing coaching and quality assurance by monitoring, observing and reviewing files to ensure sound decision making and timely customer service and adherence to standard operating procedures
• Monitor case management decisions to ensure that workload and case management activity is appropriately supported by claim management best practices
• Ensure the team is optimally staffed and operating efficiently and effectively within established best practices and service standards. Effectively utilize, interpret and apply capacity planning.
• Establish and meet/exceed team performance metrics
• As a process owner for claim management, lead and report on operational service, quality and efficiency metrics
• Analyze, interpret, and use data to drive operational performance
• Manage successfully third party relationships
• Foster ongoing working relationship with reinsurers and facilitate training and development
• Create a culture of service excellence. Provide our customers with exceptional service and a solution-oriented approach.
• Build strong relationships with our Plan Sponsors, working in partnership with them to address their workplace absence issues
• Ensure compliance with contract terms, legislation, government programs, industry standards, department best practices and overall adjudication protocols and service standards
• Facilitate daily team interaction and team meetings to foster a collaborative learning environment
• Participate in the development, management and communication of process changes, including maintenance of process documentation, letters, forms and other documents
• Identify opportunities to improve operational processes; develop/support and implement training programs and workflow and process improvements
• Act as a claims management and contract subject matter expert with all internal and external stakeholders
• Manage 2nd level appeals; refer 3rd level appeals to the Company Ombudsman
• Liaise with legal services and key internal stakeholders on litigation matters, findings and recommendations
• Develop and maintain Distribution Partner and Customer relationships
• Engage in case management related activities as required
• Participate in the development of the department budget and expense management
• Lead or participate in projects and coordinate resources and user acceptance testing to ensure success of projects

What we’re looking for you to have

• Bilingualism (English/French) is required
• Completion of a university degree in business, social sciences or health sciences
• 5+ years of Supervisory and Disability Claim Management and/or the Rehabilitation Services field experience
• Supervisory experience
• Knowledge and familiarity with medical terminology
• Solid knowledge of relevant provincial employment legislation and legal requirements
• Knowledge of word processing, spreadsheet, email, internet and database software
• Extensive knowledge of insurance industry
• CEBS or industry Claim designation is an asset
• Well developed team building, coaching and mentoring skills
• Well-developed communication and interpersonal skills
• Well-developed customer relations skills including problem-resolution & negotiation skills
• Well-developed analytical, evaluation and decision-making skills
• Ability to prioritize and balance multiple tasks or projects
• If you are applying for a position which is open to applicants across Canada, unless otherwise indicated in the position, language proficiency in English is required for communicating with customers, advisors, or employees across Canada.

Beyond the salary

For regular full-time positions, Empire Life offers a comprehensive total rewards package that includes:

• Competitive salaries with annual pay increases
• Annual bonus program, which recognizes both strong company performance and individual contributions
• Competitive uncapped commission for sales positions
• A comprehensive employer-funded benefits package that includes life insurance, disability, 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

To learn more about working at Empire Life, visit https://www.empire.ca/workatempire.

Get to know us

Empire Life is proud to be an equal opportunity employer. We celebrate diversity, are committed to creating an inclusive environment, and welcome everyone to participate in our application process. We encourage those of all backgrounds and experiences to apply, even if you don't believe you meet each unique qualification outlined. Applicants will receive equal consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or age.

Empire Life welcomes applications from people with disabilities and disabled people. Accommodations are available upon request for candidates taking part in all aspects of the screening and selection process. If you need this job posting in an alternative format or have any accessibility questions, please contact recruitment@empire.ca.