This role is primarily responsible for working directly with clients and working many internal resources and departments to coordinate our services, as well as direct supervision of claims staff. The Program Manager could work with Account Executives, Client Service Representatives and/or other internal resources, as well as directly with our client base.
Managing group disability client block and claims staff; developing and maintaining long-term relationships by providing excellent customer service and consultative support on Disability Programs.
Driving growth within customer base.
Respond to client inquiries & service requests pertaining to their Disability
Programs and services
Supervise and evaluate staff (performance reviews). Plan, direct, monitor and oversee staff schedule, workload and deadlines. Make modifications when needed to meet goals.
Provide staff with support, advice, instructions, approval and resolution to unusual claims.
Deal with complex, difficult / unusual inquiries, complaints and situations. Identify, define and take appropriate action to resolve. Ensure that objectivity, tact and clear written and verbal communications are maintained in highly sensitive situations.
Attend client/broker/TPA meetings, as needed.
Assist in defining, developing and implementing departmental policies and objectives.
Responsible for the execution of Disability programs
Responsible for program governance including review of internal reporting and identification of issues Issuing reports to clients
Managing the renewal process with appropriate internal teams
Responsible for client support, annual planning preparation and meetings where appropriate
Responsible for execution of group disability management program
Act as a liaison with internal departments to resolve issues that may arise with clients
Follow up on manager consultations
Responsible for CRM (Customer Relationship Management)
Detail oriented with strong organizational and time management skills
Ability to perform multiple tasks effectively and concurrently
Demonstrated ability to manage relationships and influence key stakeholders
Demonstrated ability to work effectively under pressure and within a collaborative team oriented environment using sound judgment in decision making skills
Excellent verbal and written communication skills.
Strong analytical and presentation skills
Demonstrated performance consulting, leadership and management skills, and the ability to present to branch management and large groups with the capacity to conduct one-on-one training
Demonstrated strong functional and technical skills and/or the ability to grasp technical concepts quickly
Strong background in Group Disability Insurance
Experience / Education:
minimum 5-10 years of complex claims handling experience required;
Preferrable work experience in a client interactive claims capacity role
Strong development, facilitation, and presentation skills preferred
Demonstrated sound knowledge of the Group insurance industry, claims, and related client relationship experience preferred
Proficient with the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Coaching and mentoring background an asset
Ability to be flexible, multi-task and work with limited directio
About Insurance Career Network
Insurance Career Network is a recruitment firm focused exclusively on the insurance industry. Our relationships, knowledge and leading experience enable us to connect leading insurers, brokerage firm and independent adjusting firms with the most talented candidates for each role.
Since 1991, we have been building and nurturing relationships and with over 13,000 registered candidates, we can tap into our highly technical experience for our clients. Our recruiters come directly from insurance related positions and bring a wealth of knowledge to each recruitment assignment.
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