Associate Manager, CAF LTD

The CAF LTD and SISIP Life Team is looking for a professional leader with strong customer service skills to join their teams as a Bilingual Associate Manager – CAF LTD. Reporting to the Manager of CAF LTD and SISIP Life Insurance, the Associate Manager is accountable for the effective management of an LTD team. This includes the support and application of effective LTD management practices and procedures on the CAF LTD plan. The CAF LTD Team is comprised of dedicated individuals who work to support veterans that have been medically released from the Canadian Armed Forces. The team routinely works with plan members who have complex medical conditions with a goal of helping them complete their transition to civilian life which may include civilian employment.

People Leader Role Essential Responsibilities/Individual Responsibilities:

• Monitor workflow management, conduct performance management, and hire staff
• Ensure effective disability management practices are used appropriately
• Provide technical support and guidance on complex claims issues
• Contribute to a high level of quality and continuous improvement by conducting quality reviews identifying strengthens and opportunities
• Provide optimum levels of leadership, encouragement, mentoring and technical support to case managers to help clients, and the operation as a whole, achieve the most positive outcomes/solutions.
• Develop and maintain effective relationships with a broad range of stakeholders including plan members, case managers, and other key internal and external parties through effective communication and utilization of a collaborative problem resolution approach
• Drive business and service outcomes

What are we looking for:

• Minimum 2-3 years of supervisory experience
• Strong technical knowledge of Group Disability adjudication, insurance products and case management practices
• Knowledgeable in medical terminology
• Experience in technical training and development of staff
• Completion of post‑secondary education in health sciences field helpful
• Exceptionally strong leadership skills
• Demonstrated ability to work collaboratively in a fast‑paced, results oriented, multiple team environment
• Excellent verbal and written communication skills in both English and French
• Excellent problem solving and analytical skills
• Results oriented with strong decision‑making ability

Attributes:

• Knowledge of Manulife LTD case management processes
• Knowledge of CAF LTD specific claims management would be considered and asset
• Knowledgeable in medical terminology, treatment and/or physical/mental functional ability assessment
• Experience in establishing and fostering healthy client relationships
• Strong written and oral communication skills
• Experience in coaching, mentoring, technical training, and/or developing people an asset
• Completion of post‑secondary education in health sciences field
• 3-4 years experience managing health recovery absences
• Excellent interpersonal, motivational, influencing, negotiation and relationship‑building skills
• Demonstrated ability to work collaboratively and effectively, in a fast‑paced, results oriented, multiple team environment
• Ability to prioritize and work effectively under deadlines, balancing published service times with an appropriate customer focus.
• Superior analytical and decision‑making ability
• Flexibility to handle multiple priorities
• Demonstrated ability to achieve results
• Excellent problem solving and analytical skills
• Demonstrated ability to achieve results
• PC skills including MS Word, Excel and Outlook
• Completion of some related insurance industry courses would be an asset
• Previous Group Disability Claims experience an asset

The role being advertised is an existing vacancy.

About Manulife and John Hancock Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy‑related conditions), sexual orientation, genetic characteristics,