Our client is seeking a Team Manager to join their Disability Management Services Office (DMSO) in Langley. This role is a critical leadership position responsible for guiding a team that manages complex disability claims across multiple policy plan sponsors.
The Team Manager is accountable for coaching staff, ensuring entitlement and benefit decisions are accurate, and maintaining a high standard of service delivery. This role requires the ability to balance technical claim management, customer service, and leadership in a fast-paced environment. The successful candidate will bring strong insurance or group disability experience, proven leadership skills, and the ability to navigate escalations with ownership and sound judgment.
Responsibilities:
- Lead a team responsible for the full lifecycle of disability claim management, including:
- Benefit entitlement decisions
- Claim assessments and management
- Return-to-work planning and interventions
- Expense management and approvals
- Referrals to internal and external service providers
- Provide leadership, coaching, and oversight to ensure staff meet individual, team, and office performance goals.
- Handle escalations and appeals, owning decisions and ensuring timely resolution for clients.
- Conduct regular reviews of claims, team performance, and areas for development.
- Support team prioritization and organizational skills to manage multiple competing tasks and service objectives.
- Collaborate with other managers to allocate staff, manage workflows, and meet service delivery expectations across client groups.
- Build strong relationships with plan sponsors and internal partners, ensuring service excellence and client satisfaction.
- Represent the organization in finalist meetings and presentations with current and prospective clients, as needed.
- Apply sound business acumen and a commercial mindset to ensure decisions align with broader organizational goals.
Qualifications:
- 5+ years of experience in insurance, disability management, or a related field.
- Post-secondary degree in a related discipline.
- Strong leadership and coaching skills, with proven ability to develop high-performing teams.
- Demonstrated ability to manage escalated client complaints and complex claim issues.
- Exceptional organizational, prioritization, and problem-solving abilities in a fast-paced environment.
- Strong business acumen and customer service focus.
- Excellent communication, interpersonal, and negotiation skills.
- Commitment to confidentiality, empathy, and financial prudence when managing sensitive issues.