Associate Manager, CAF LTD

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 hr@manulife.com.

Referenced Salary Location

Canada, Full Time RemoteRemote

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 hr@manulife.com 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 hr@manulife.com 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.

About Us

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.

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• 2026 Gallup Exceptional Workplace Award Winner
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• 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

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