Manager, Disability Management Services

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.