Manager, LTD Claims
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Job Description
LTD claims manager overseeing multiple disability claims teams at DMI, a disability and absence management solutions provider. Driving coaching, performance improvement, client satisfaction, and strategic claims initiatives.
Responsibilities:
- Oversee the day-to-day operations of the Long-Term Disability (LTD) claims team
- Support Case Managers, Adjudicators, Senior counterparts, and Supervisors to ensure a gold-standard client experience
- Collaborate with business leaders on strategic initiatives, staff development, performance improvement, and service delivery enhancement
- Meet with internal stakeholders and team members to understand LTD claims processes and challenges
- Assess team metrics, workloads, and performance benchmarks
- Review processes, coaching initiatives, and training needs, and develop plans for Supervisors, Seniors, and Case Managers
- Provide ongoing coaching, mentoring, and leadership guidance
- Manage multiple LTD claims teams, including workload distribution, performance tracking, and service-standard adherence
- Participate in claims strategy sessions supporting turnaround time, client satisfaction, and resolution goals
- Monitor performance through metrics, file reviews, and client feedback
- Support recruitment and onboarding and align training with department and organizational goals
- Collaborate with business units on policies, procedures, and process improvements
- Attend client and partner meetings as needed, representing DMI’s Claims Department
- Manage escalated claims and high-risk client concerns through expert adjudication and risk management
- Lead strategic claims initiatives, including turnaround-time reduction, resolution-strategy enhancement, and change management
- Contribute to organization-wide initiatives aligned with corporate goals
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 is an asset
- Ability to work within DMI’s core business hours
- Clear and articulate written and verbal communication
- Ability to plan, organize, schedule, prioritize, and meet deadlines
- Ability to collaborate effectively with peers and supervisors
- Ability to generate innovative approaches and challenge current processes respectfully
- Experience with LTD claims operations, performance metrics, file reviews, client feedback, coaching, and process improvement
- Ability to manage escalated claims, high-risk client concerns, expert adjudication, and risk management
Benefits:
- 3 weeks minimum vacation
- 26 long weekends a year through the Happy Friday program
- Flexible work options including remote and hybrid schedules
- Extended health and dental benefits
- RRSP matching
- Wellness support
- Comprehensive mental health resources
- Clear career paths
- Personalized learning
- Leadership committed to investing in employee development
- Accommodation during any stage of the hiring process
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