Associate Manager, CAF LTD

Manulife/John Hancock; Canada; Hybrid; CAD 66.000 - 110.000; Vollzeit

Zusammenfassung

Manulife/John Hancock’s CAF LTD and SISIP Life Team is seeking a bilingual Associate Manager to lead a disability claims group and support veterans transitioning to civilian life. The role reports to the Manager of CAF LTD and SISIP Life Insurance and emphasizes leadership, quality reviews, and stakeholder collaboration.

Responsibilities include supervising staff, guiding complex claims issues, delivering training, and driving service outcomes while maintaining strong English and French

Qualifikationen

• Minimum 2–3 years of supervisory experience.
• Strong knowledge of Group Disability adjudication and case management.
• Knowledgeable in medical terminology.
• Experience in training and developing staff.
• Excellent written and verbal English and French communication.
• Post-secondary education in health sciences preferred.

Aufgaben

• Monitor workflow, manage performance, and hire staff.
• Ensure disability management practices are applied effectively.
• Provide technical guidance on complex claims issues.
• Conduct quality reviews to identify strengths and opportunities.
• Mentor case managers to achieve positive outcomes.
• Build relationships with plan members, case managers, and stakeholders.
• Drive business and service outcomes.

Kenntnisse

Bilingual English/French

Leadership

Customer service

Communication

Problem solving

Ausbildung

Post-secondary education in health sciences

Tools

MS Word

Excel

Outlook

Jobbeschreibung

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, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [e-mail].

Referenced Salary Location Canada, Full Time Remote Working Arrangement Remote Salary range is expected to be between $65 850,00 CAD - $109 750,00 CAD. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job‑related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location. Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short‑and long‑term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [e-mail] for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement. We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and industry‑leading AI, and accelerating a sustainable and economically inclusive future.

Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well‑being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognition. Recent awards include: 2026 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2025 Financial Times World’s Best Employers Asia‑Pacific 2026 We’ve been recognized as one of Canada’s Top 100 Employers 2026 #1 Life Insurer for AI Maturity by Evident 2026.

Our ambition is to be the number one choice for customers.

Learn more at https://www.manulife.com/.