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Manager LTC Claims

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

Primary Duties and Responsibilities

  • Directs and co-manages the operations of the LTC Claims team. Responsible for recruitment, selection, training, development, retention, motivation and salary administration of the LTC Claims personnel.

  • Directs and monitors the activities of the team to ensures timeliness and productivity.

  • Ensures adherence to established practices and procedures, contract provisions, and to our claim philosophy through claim monitoring and quality assurance reviews, in collaboration with the Senior Director, Assistant Director, other Division Managers, and the Team Lead Consultants.

  • Aligns team efforts to achieve operating priorities, business unit goals, and budgets.

  • Participates/manages projects and/or workflow design efforts as required.  Includes introduction of workforce management principles as appropriate, and implementation of change management programs

    Managerial Accountabilities:

  • In conjunction with other LTC Claims Managers, ensures appropriate claim evaluation, accurate and effective on-going claims management and providing professional, client centric service in handling LTC insurance claims in accordance with the relevant contracts and NM claim philosophy. Ensure achievement of service, production, and performance goals.

  • Assures the LTC Claims Division effectively interprets contract provisions, adheres to state regulations, and analyzes facts to reach claim decisions on new and continuing claims, consistent with NLTC's claim philosophy in collaboration with the Assistant Director and the Team Consultants.

  • Along with other LTC Claims Managers, supervises the day-to-day operations of the LTC Claims Division.  Directs and coordinates the work activities of a high level of professional/technical staff ranging from specialist to management at the Team Lead level.

  • Performs all aspects of performance management and career development including compliance with NM's Affirmative Action programs and EEO law and regulations.

  • Performs full range of human resources responsibilities including communication; hiring and staffing; coaching and staff development; performance management; and salary administration, while adhering to the company's human resources policies and procedures.

  • Ability to review, understand, and provide input to complex staffing models to assure adequate hiring and staffing.

  • Works to maintain NLTC's image and reputation in the customer servicing and processing benefit requests, particularly when managing difficult and delicate circumstances.

  • Leads team and provides guidance and support to achieve individual and team goals and division operating priorities. 

  • As part of the claim handling process, may be called upon to represent the company in legal matters through preparation for and participation in depositions and trials.

  • Coordinates and leads complex system and process improvement initiatives in divisional or departmental projects the LTC Department.

  • Provides leadership to all aspects of these systems and process improvements including workflow, process changes, and system development initiatives.

  • Acts as liaison to other insurance operations departments when implementing initiatives.

  • Responds to complex/sensitive customer service complaints and questions in compliance with the National Association of Insurance Commission guidelines.

  • Effectively manage a blend of on-site and remote workers


  • A minimum of three to five years of management experience including people and project management.  

  • A bachelor's degree and demonstrated knowledge in insurance department policies, procedures and systems required.

  • Must have a strong interest and ability to develop people.

  • Experience in training development and/or training experience demonstrating a proven track record in researching, designing, developing and implementing complex training programs preferred.

  • Superior written and presentation skills.

  • Superior analytical skills and proven ability to exercise sound judgment and decision-making.

  • Excellent communication, interpersonal, planning, multitasking, and organization skills.

  • High degree of independent initiative and organization, along with demonstrated ability to effectively manage multiple assignments concurrently, set priorities and meet aggressive deadlines.

  • Demonstrated ability to facilitate and work effectively with people at all levels within and outside the department; demonstrated diplomacy, sensitivity and flexibility in adapting to rapidly changing needs and priorities.

  • Effectively able to listen to, engage, negotiate and influence clients; synthesize and relate complex information; analyze communication and execution problems and opportunities; and develop and implement integrated training / educational strategies.

  • Experience negotiating problem resolutions with the field and Policyowners with proven ability to exercise tact, diplomacy, resourcefulness and understanding to gain trust and customer confidence.

  • Experience in leading change management initiatives and/or process improvements.

Compensation Range:

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Northwestern Mutual pays on a geographic-specific salary structure and placement in the salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity as well as the cost of labor in the market; and other conditions of employment. At Northwestern Mutual, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. Please note that the salary range listed in the posting is the standard pay structure. Positions in certain locations (such as California) may provide an increase on the standard pay structure based on the location. Please click here for additiona l information relating to location-based pay structures.

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We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.

If you work or would be working in California, Colorado, New York City, Washington or outside of a Corporate location, please click here for information pertaining to compensation and benefits.


We’re excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and commitment to diversity and inclusion.