Team Manager - DMSO

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.

We’re an equal opportunity employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.