Manager, Quality and Best Practice

Company Description

OTIP (Ontario Teachers Insurance Plan) is a member-focused, service-driven organization. We are committed to putting our people first by fostering a positive and inclusive work environment, providing a competitive total compensation package and investing in career development. Our team is currently looking for a:
**Manager, Quality and Best Practice**

**Job Description**:

- Maintains departmental effectiveness by managing and coordinating initiatives to achieve operational efficiency, with a lens on the overall strategic plan.
- Has oversight over best practice, developing training programs, quality assurance programs (internal and external) and has oversight on metrics and data collection.
- Applies quality principles and practices to establish a strategic approach and improve the department’s operations and productivity. This includes managing processes to support the organization’s strategic direction and communicating, facilitating, and supporting necessary changes for continuous improvement.
- Collects, analyzes, and summarizes information for GL&DC management and for reporting purposes. Prepares and presents reports pertaining to the cost effectiveness of claims and rehabilitation services for OTIP and GL&DC plans.
- Provides information to the Director of Claim Services and the VP of GL&DC, including annual objectives, business opportunities, results, trends, and competitive information.
- Communicates strategies and objectives and provides employees with the necessary resources to perform individual job responsibilities efficiently.
- Works with direct reports to set team and individual goals and objectives. Offers coaching, training, motivation, and support to help the team meet objectives, reviewing progress, and offering feedback.
- Ensures regular audits are completed in compliance with departmental expectations and standards. This includes analyzing and resolving quality assurance criteria, identifying trends, and recommending improvements to processes. Creates quarterly operational reports to identify trending and individual and/or departmental training opportunities.
- Provides information and answers questions to assist team members in determining direction and procedures for complex claims.
- Prepares and delivers presentations pertaining to claims and rehabilitation services.
- Collects, analyzes, and summarizes information for GL&DC management and for reporting purposes. Prepares and presents reports pertaining to the cost effectiveness of claims and rehabilitation services for OTIP and GL&DC plans.
- Fosters an effective working relationship with marketing and insurance representatives. Acts as an official claims and rehabilitation spokesperson with the school board and federation representatives as required.

**Qualifications**:

- A minimum of eight years’ experience in disability claims and a minimum of five years’ experience in a management or supervisory role.
- Strong knowledge of insurance principles, practices, and contracts, underwriting agreements, and LTD products and claims services.
- Superior time management, project management and organizational skills to manage competing priorities.
- General knowledge of mental health disorders and problems, common physical illnesses and disabilities, personality, functional and vocational assessment tools, cognitive behavioral approaches, and the rehabilitation process.
- Exceptional communication skills and the demonstrated ability to deal effectively with all levels of internal and external stakeholders.
- HIAA, ICA, FLMI, and CCRC designations are considered an asset.
- The ability to communicate in French is considered an asset.

Additional Information
**What we offer**:

- Competitive salary and bonus structure
- Industry-leading employer-paid group benefits that start on your first day
- Defined benefit pension plan
- 100% coverage of continuing education and licensing fees (including RIBO and AIC courses)
- Flexible work from home and hybrid options
- Opportunities for advancement
- OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavour to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities._
- As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique._

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