Operations Manager, Health and Dental Claims

Position Responsibilities:

- Translate business priorities into team plans, workflows, and resource allocation.

- Provide full supervisory leadership, including performance management, coaching, talent development, and workforce planning.

- Cultivate a culture of high performance, accountability, inclusion, and continuous improvement.

- Mentor emerging leaders and create bench strength.

- Identify opportunities to improve claims processes, workflow efficiency, and customer experience.

- Ensure adherence to claims policies, regulatory requirements, audit standards, and risk controls.

- Sponsor operational excellence initiatives and implement best practice methodologies (Lean, automation, digitization).

- Interpret internal/external business challenges and recommend action to improve claims operations.

- Collaborate with partners across Group Benefits, including Product, IT, Fraud, Finance, and Customer Experience.

- Use data-driven insights to assess performance trends, forecast needs, and recommend operational strategies.

- Lead teams through complex operational issues using analysis of multiple data sources.

- Approve exceptions in escalated or ambiguous claims situations.

- Identify, manage, and mitigate operational, financial, and regulatory risks.

- Communicate operational results, risks, and priorities to senior leaders.

- Influence cross-functional stakeholders to adopt new processes and solutions.

- Represent Claims Operations in enterprise initiatives or cross-functional projects.

Required Qualifications:

- 5–7+ years of experience in operations leadership, preferably in insurance, financial services, or health benefits.

- Strong knowledge of Group Benefits Health & Dental claims adjudication, regulations, and industry practices.

- Demonstrated experience managing teams through supervisors and leading performance/results delivery.

- Proven ability to interpret business challenges, solve complex operational problems, and lead change.

- Strong communication and influencing skills, including the ability to convey complex information and guide stakeholders.

- Proficiency with operational analytics, KPIs, and continuous improvement methodologies.

Preferred Qualifications:

- Experience with digital claims platforms, modernization initiatives, automation, and workflow optimization.

- Lean/Agile certification or experience.

When you join our team:

- We’ll empower you to learn and grow the career you want.

- We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

- As part of our global team, we’ll support you in shaping the future you want to see.

マニュライフ・ファイナンシャル・コーポレーションは、「あなたの未来に、わかりやすさを」を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、 https://www.manulife.co.jp/ をご覧ください。

マニュライフは機会均等を是とする雇用主です

マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。

雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、 recruitment@manulife.com までご連絡をお願いします。

Referenced Salary Location

Waterloo, Ontario

Working Arrangement

ハイブリッド勤務

Salary range is expected to be between

$85,300.00 CAD - $135,300.00 CAD

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.

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