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-
- 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-
- 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 of medical terminology- Solid knowledge of relevant provincial employment legislation and legal requirements-
- 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**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 l