Job Title

Please note the base salary will be determined by the successful candidate's education, skills and experience. The listed salary range serves as a general pay guideline for this position's pay level.Bilingual Manager, Life and Disability Claim Management Location: Remote - Anywhere in CanadaEmpire life is looking to hire a Manager, Life & Disability Claim Management to join our Group Operations team!Why pursue this opportunityOur 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 youll be working onBuild a stable and collaborative team of disability claim management professionalsCoach 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 performanceDeliver/support a comprehensive learning program to new employees and provide ongoing training support to team members in the effective management of claimsProvide 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 proceduresMonitor case management decisions to ensure that workload and case management activity is appropriately supported by claim management best practicesEnsure 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 metricsAs a process owner for claim management, lead and report on operational service, quality and efficiency metricsAnalyze, interpret, and use data to drive operational performanceManage successfully third party relationshipsFoster 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 issuesEnsure compliance with contract terms, legislation, government programs, industry standards, department best practices and overall adjudication protocols and service standardsFacilitate daily team interaction and team meetings to foster a collaborative learning environmentParticipate in the development, management and communication of process changes, including maintenance of process documentation, letters, forms and other documentsIdentify opportunities to improve operational processes; develop/support and implement training programs and workflow and process improvementsAct as a claims management and contract subject matter expert with all internal and external stakeholdersManage 2nd level appeals; refer 3rd level appeals to the Company OmbudsmanLiaise with legal services and key internal stakeholders on litigation matters, findings and recommendationsDevelop and maintain Distribution Partner and Customer relationshipsEngage in case management related activities as requiredParticipate in the development of the department budget and expense managementLead or participate in projects and coordinate resources and user acceptance testing to ensure success of projectsWhat were looking for you to haveBilingualism (English/French) is requiredCompletion of a university degree in business, social sciences or health sciences5+ years of Supervisory and Disability Claim Management and/or the Rehabilitation Services field experienceSupervisory experienceKnowledge and familiarity with of medical terminologySolid knowledge of relevant provincial employment legislation and legal requirementsKnowledge of word processing, spreadsheet, email, internet and database softwareExtensive knowledge of insurance industryCEBS or industry Claim designation is an assetWell developed team building, coaching and mentoring skillsWell-developed communication and interpersonal skillsWell-developed customer relations skills including problem-resolution & negotiation skillsWell-developed analytical, evaluation and decision-making skillsAbility to prioritize and balance multiple tasks or projectsIf 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 salaryFor regular full-time positions, Empire Life offers a comprehensive total rewards package that includes:Competitive salaries with annual pay increasesAnnual bonus program, which recognizes both strong company performance and individual contributionsCompetitive uncapped commission for sales positionsA comprehensive employer-funded benefits package that includes life insurance, disability, health and dental and a generous health accountFlexible work arrangements and an annual allotment of personal health days.Four weeks annual vacation from hire dateA defined contribution pension plan with generous employer matchingTop up programs for parental leave and compassionate leaveEmployer-sponsored wellness and recognition programsA cash employee referral programTo learn more about working at Empire Life, visit https://www.empire.ca/workatempire.Get to know usEmpire 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 .