Technical Group Manager II, Life & Health Claims

Work Location:

Markham, Ontario, Canada

Hours:

37.5

Line of Business:

TD Insurance

Pay Details:

$94,000 - $132,700 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

TD Insurance is part of TD Bank Financial Group, one of Canada’s largest financial institutions. TD Insurance helps protect clients from the ‘accidents of life’ with a wide range of products including credit protection, life, health, travel, home and auto insurance. With more than three million clients, TD Insurance authorized products and services are available online, over the phone, and through a network of more than 1,000 TD Canada Trust branches.

In Canada, we have two lines of business, General Insurance and Life and Health. Our General Insurance business is one of the top home and auto insurance groups in Canada and the national leader in group insurance and affinity marketing. Our Life and Health business is the number one provider of critical illness insurance and direct life and health insurance in Canada.

At TD Insurance, we are committed to fostering an inclusive, accessible environment. With a Canada-wide workforce of over 5,000 employees and offices in Atlantic Canada, Quebec, Ontario and Alberta, our company is always growing and can help you to grow. TD Insurance offers a stable and dynamic work environment where talent is appreciated and professional development is taken seriously. More than just a job, we offer rewarding careers.

The Claims Department is responsible for adjudicating Life, Critical Illness, Accidental Death and Dismemberment, Travel, Disability and Hospital claims for the Bank’s Credit Protections programs and TD Life’s Direct Life and Health programs. Adjudication of these claims involves daily empathetic and professional communication with customers who are going through a personal crisis, either due to significant disability or death of a spouse or a family member. This department is responsible for evaluation of medical diagnoses’ and, the impact of disability on their ability to work at gainful employment.

Role Overview 

TD Life is responsible for adjudicating insurance claims for credit protection insurance offered through TD Canada Trust, insurance offered via direct channels, and select employee benefits. The Technical Manager is accountable for the consistent implementation of claim adjudication philosophy, setting and monitoring claim objectives, and developing and mentoring staff. This position is also responsible for providing claims requirements for all new and enhanced insurance product offerings. 

Job Details 

• Requires advanced technical expertise in insurance claim adjudication principles, medical knowledge, and comprehensive understanding of all insurance certificates administered and insured by TD Life. 

• Must be proficient in adjudicating the following benefits: 

• Life 

• Terminal illness 

• Accidental death and dismemberment and related benefits 

• Disability 

• Critical illness 

• Travel medical (including trip cancellation, trip interruption, lost baggage, collision waiver, and purchase security claims) 

Key Responsibilities 

• Implement changes to improve productivity and efficiency within the claims department. 

• Create and update claim procedures and manuals to ensure accuracy and currency of guidelines. 

• Participate in new product development, providing input and sign-off on policy wording, applications, and underwriting practices. 

• Act as the technical SME for claims training; coordinate and deliver technical training sessions. 

• Direct and approve business process changes, system enhancements, and technical requirements. 

• Align claims processes to meet CEI/LEI targets and maintain sound processes for consistent customer service. 

• Ensure all quality and service SLAs are met for referrals and appeals. 

• Motivate, mentor, and develop staff, providing leadership and deep technical expertise for claims handling. 

• Proactively identify and mitigate business risks. 

• Establish guidelines for handling complex claims and coach team members to appropriately address customer concerns. 

• Ensure compliance with privacy and regulatory guidelines. 

• Foster collaborative partnerships with Claims Operations, TDI, TDBG Business Units, and represent TDI with industry stakeholders. 

• Resolve problems and complaints regarding contentious claims and coordinate responses to appeals from customers, branches, media, and regulatory bodies. 

• Provide backup to the Management Team as needed and instruct external counsel on litigated files when required. 

Job Requirements 

• Bilingual proficiency in French and English is an asset. 
• Requires exceptional verbal and written communication skills to support customers experiencing personal crises due to medical conditions or bereavement. 
• Professionalism, empathy, sensitivity, and respect are essential throughout the adjudication process. 

• Strong relationship management skills and ability to influence others. 

• High performer with strong presentation and communication skills. 

• Excellent leadership, oral, written, and interpersonal abilities. 

• Ability to identify risks and opportunities. 

• Proven capability to handle multiple priorities. 

• University degree or equivalent education. 

• Outstanding written and verbal communication and negotiation skills. 

• Minimum 7 years of group or individual insurance experience. 

• Minimum 5–7 years of management experience in a claims environment. 

• Minimum Associate Life and Health Claim (ALHC) designation required; must be actively working towards Fellow Life and Health Claim (FLHC) or Fellow Life Management Institute (FLMI) designation. 

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.  

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process 
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):

Sans Objet