Manager, LTD Claims

The Opportunity

TheManager, LTD Claimsis a key leader within the Disability Management Institute and is responsible for overseeing the day-to-day operations of the Long-Term Disability (LTD) claims team. This role supports Case Managers, Adjudicators, their Senior counterparts, and Supervisors to ensure a gold-standard client experience. Reporting to the Director of Claims, the Manager of LTD Claims, collaborates with business leaders to drive strategic initiatives, develop staff, improve performance metrics, and continuously enhance service delivery. The Manager is also responsible for fostering a supportive environment for coaching, development, and process improvement.

This is aremoterole withinCanada. We are open to candidates across the country, however you must work within our core business hours.

What You'll Be Doing

• Meet with internal stakeholders and team members to build relationships and understand current LTD claims processes and challenges
• Assess current metrics, workloads, and performance benchmarks across the LTD team
• Review departmental processes, coaching initiatives, and training needs, then begin development plans for Supervisors, Seniors, and Case Managers
• Provide ongoing coaching, mentoring, and leadership guidance to strengthen both technical and leadership skills within the team
• Manage the operations of multiple LTD claims teams by ensuring workload distribution, performance tracking, and adherence to service standards
• Participate in claims strategy sessions to support turnaround time, client satisfaction, and resolution goals
• Communicate expectations for quality standards and support the delivery of holistic, best-practice claims management
• Monitor performance through departmental metrics, direct file reviews, and client feedback to ensure accountability and continuous improvement
• Support recruitment and onboarding of new team members, ensuring training aligns with department and organizational goals
• Collaborate with business units to develop and implement new policies, procedures, and process improvements
• Attend client and partner meetings as needed, representing DMI's Claims Department with professionalism and expertise
• Manage escalated claims and high-risk client concerns, providing expert adjudication and risk management
• Lead strategic claims initiatives including turnaround time reduction, resolution strategy enhancement, and change management
• Contribute to organization-wide initiatives, ensuring LTD practices align with overall corporate goals

What You Bring to the Team

• 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 (asset)

Critical Competencies

You will succeed in this role if you are:

• A Communicator- You speak and write clearly and articulately without being overly verbose or talkative. You maintain this standard in all forms of written communication, including Email and live up to verbal and written agreements. You communicate in a positive and respectful manner.

• An Organized Planner- You plan, organize, and schedule in an efficient, productive manner while focusing on key priorities. You are able to stay on track and meet deadlines by not allowing important details to slip through the cracks or derail a project.

• A Collaborator- You reach out to peers and cooperate with supervisors to establish an overall positive and collaborative working relationship. You will lend a helping hand whenever it is needed.

• An Innovator- You generate new and innovative approaches to problems by asking questions and respectfully challenging current processes. You bring new ideas to the Company and strive for continual improvement of their daily operations and/or work activities.

Compensation

At the time of this posting, the estimated annual base salary for this position is $95,000-$120,000. Individual compensation within this range is determined by factors such as job-related skills, relevant experience, and education/training. This range reflects the annual base salary only and does not encompass the comprehensive total rewards package that we proudly offer.

Why DMI is the Place for You

• Beyond salary, we offer generous paid time off including 3 weeks minimum vacation, plus 26 long weekends a year through our much-loved Happy Friday program to help you balance life and work on your terms

• We provide flexible work options including remote and hybrid schedules, extended health and dental benefits, RRSP matching, and wellness support, including comprehensive mental health resources

• Clear career paths, personalized learning, and leadership committed to invest in your development