• Manage the end‑to‑end Long‑Term Disability claims experience, with a strong focus on customer experience, accurate decision‑making, and timely outcomes. • Apply deep expertise in LTD claims administration, including eligibility, financial calculations, ongoing claim management, and regulatory compliance. • Serve as a subject matter expert across the LTD claims lifecycle, supporting resolution of complex claims and escalations. • Partner with internal stakeholders to identify gaps in LTD processes and system functionality and help refine requirements that improve claim handling efficiency and customer experience. • Ensure LTD claims practices are thorough, fair, objective, and compliant, while balancing empathy and consistency. • Execute claims in alignment with established workflows, policies, and contracts, while recommending practical enhancements to improve usability and effectiveness. • Demonstrate a strong customer‑centric and empathetic mindset, with sound judgment when navigating sensitive and complex LTD scenarios. • Coach, mentor, and support team members, including onboarding and ongoing development, to strengthen LTD claims capability. • Collaborate closely with Compliance/Legal, Intake/Admin, Clinical, Vocational, and Support Services to ensure aligned and compliant LTD outcomes. • Maintain performance standards related to productivity, quality, prioritization, and timeliness. • Support change initiatives and continuous improvement efforts that enhance LTD customer experience and operational effectiveness.