Manager Life and Disability Claims Management

Manager Life and Disability Claims Management

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 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.

Why pursue this opportunity

Our mission - Provide expertise and intelligent solutions to help Canadians navigate life with confidence.

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

• 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.
• 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

What we’re looking for you to have

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

Our hiring process includes AI screening for keywords and minimum qualifications. Recruiters review all results.

Beyond the salary

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

• 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

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 is proud to be an equal opportunity employer, dedicated to building an inclusive and barrier-free workplace. We welcome applications from people with disabilities and are committed to providing accommodations at any stage of the recruitment process. If you require a specific adjustment to help you present your best self, please let us know—we are happy to work with you. If you need this job posting in an alternative format or have any accessibility questions, please contact recruitment@empire.ca.