In my role I spearhead growth initiatives in the absence and disability management space, define product marketing strategies, and enhance our digital market presence. I lead the development and launch of a proprietary case management software, positioning the company for success in the digital evolution of the case management market space. Additionally, I focus on expanding the support team to meet future demands and drive continued growth.

⏵ Delivered strategic direction and leadership for developing and maintaining various product areas, including group life & disability, absence management, EFAP, and virtual healthcare.⏵ Ensured ambitious standards of customer satisfaction by monitoring and resolving product escalations from both internal and external sources. ⏵ Led outcome-focused meetings while fostering collaboration and clear communication across multiple stakeholders. ⏵ Drove the improvement in product performance and operational efficiency by making informed decisions through the utilization of data-driven analysis. ⏵ Streamlined operations and improved productivity by supporting the implementation of processes. ⏵ Ensured clarity and alignment on goals and objectives by maintaining effective communications with all levels of the organization. ⏵ Prepared and presented reports to stakeholders while driving decision-making and successful project delivery. ⏵ Spearheaded the successful execution of a fully enhanced Critical Illness product. ⏵ Revised the short-term absence case management product.⏵ Drove a 6% reduction in the duration of claims by integrating a virtual healthcare treatment provider with disability management. ⏵ Initiated the implementation of Opifiny, a new digital medical collection vendor. ⏵ Onboarded a full replacement of the EFAP provider, including negotiating an entire contract, which will result in a 20% growth by H2 2025.

⏵ Influenced operations processes redesign for delivering short-term disability, long-term disability, and absence management consultation services to serve customers effectively. ⏵ Managed top loss clients, performed process reviews, and facilitated case file meetings internally and with customers. ⏵ Ensured clear communication and understanding by leading process education sessions with customers. ⏵ Maximized customer satisfaction and retention by building and maintaining strong relationships with key clients. ⏵ Reported and presented disability trends with actionable recommendations for the improvement of results. ⏵ Ensured the achievement of customer expectations by playing a significant role in supporting new business sales presentations and implementations. ⏵ Maintained effective communication with all stakeholders to align goals and deliverables. ⏵ Monitored industry trends and delivered presentations on disability trends and recommendations.⏵ Increased the resolution rate and reduced the risk of long-term disability exposure by 20% with large national clients by reviewing the case management and identifying opportunities to include more rehabilitation practices and early return to work. ⏵ Improved mental health disability trend by 10% and reduced lost time and replacement costs by enabling the use of mental health recovery service on condition specific claims over a year.

⏵ Led a short-term disability benefits team and a long-term disability team of 16-20 staff.⏵ Maximized service standards and customer satisfaction by managing client escalations, ombud complaints, and concerns. ⏵ Ensured clear communication and effective outcomes by conducting process reviews and case file meetings, both internally and with clients. ⏵ Developed and maintained strong relationships with clients while managing requests that led to unique or specific processes. ⏵ Met service standards and financial standards and managed staff performance and hiring. ⏵ Ensured alignment with goals and deliverables through effective communication with all stakeholders. ⏵ Drove improvements in service delivery by conducting presentations on disability trends and recommendations.

⏵ Adjudicated long-term disability claims by reviewing eligibility and medical standards and maintaining effective communication with both clients and claimants.⏵ Determined rationale for decisions and documented and positioned the information for both internal and external sources. ⏵ Maintained effective communication with all stakeholders to align decision outcomes and mitigate legal risks.

⏵ Managed the adjudication of short-term, long-term disability, life insurance, and accidental death claims by reviewing eligibility and medical standards and maintaining effective communication with both clients and claimants.⏵ Utilized available information to determine the rationale for decisions and documented and positioned the information for internal and external sources. ⏵ Ensured alignment with decision outcomes and mitigated legal risks through effective stakeholder communication.