What is the opportunity? 

As the Senior Manager Claims Client Experience, you are the Key Relationship Manager and point of contact for H+P Disability Concepts Inc. providing unrivalled Broker, Third Party Administrator & client experience acting as the key point of contact for the Claims Department. You will be accountable for managing the client experience to enable sales growth and achieve superior NPS scores.

What will you do?

• Act as point of contact to internal partners and brokers, providing full expert support and assistance on claims related matters.  You work collaboratively with internal & external partners.

• Handle Escalations, understand client needs, delivering tailored insight and solutions and how to maintain and grow relationships.

• Adhere to all internal policies and procedures including compliance and regulatory requirements on a day-to-day basis.

• Proactively manage claims review meetings for Third Party Administrators, keeping up to date on their claims to proactively manage relationship.

• Create and deliver Claims presentations.

• Review and send out STD/LTD/TPA monthly and weekly reports.

What will you need to succeed?

Must have

• Client service skills: the ability to effectively communicate with clients verbally and in writing, support the identification and articulation of issues and solutions, the integrity to earn the clients trust and the business acumen to support mutually beneficial opportunities for the client and RBC.

• In-depth knowledge of Claims adjudication, process, and procedure.

• Excellent communication skills, able to effectively listen and connect with Clients, Third Party Administrators, and internal partners.

• Demonstrate effective identification & root cause analysis, case investigation and recommendation of action plans or appropriate solutions to resolve the problems.

• Demonstrates initiative and ability to resolve problems and is highly organized and works well under pressure.

• Excellent analytics skills – ability to creatively solve problems and communicate complex concepts and policies in a user-friendly language to a range of audiences.

• A valid driver’s license and the flexibility to travel via air to our brokers in Alberta

Nice to have

• French is an asset

• People leadership experience

• relationship management experience

Special Conditions

Please note this is a contract position, expiring February 2026. You will also have the opportunity to work from home.

What’s in it for you?

• Competitive pay and high-earning potential

• All the tools, training, and team support you need to grow your career

• Flexible work/life balance options

• Sophisticated RBCI software tools to boost your productivity

Job Skills

Change Management, Communication, Customer Experience (CX), Customer Service, Decision Making, Insurance, Leadership, Operational Delivery, People Leadership, Strategic Thinking, Time Management, Work Collaboratively 

Additional Job Details

MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGA

MISSISSAUGA

Canada

37.5

Full time

INSURANCE

Contract (Fixed Term)

Salaried

2024-03-06

2024-03-22