Operations Assistant Manager, Health and Dental Claims

Overview

The Operations Assistant Manager, Health & Dental Claims, oversees daily operations of claims teams, ensuring accurate and timely adjudication while driving strong people leadership, customer experience, and process improvement.

Responsibilities

- Manage daily operational activities across large or multiple Health & Dental Claims teams to meet quality, accuracy, timeliness, and service-level targets.

- Set daily and weekly priorities, allocate resources, and adjust plans to meet operational demands and customer expectations.

- Monitor key performance indicators and operational data, identifying risks, trends, and opportunities to improve results.

- Provide formal supervisory leadership including coaching, development planning, performance management, and skill‑building for team members, including supervisors/leads.

- Support employee well‑being, inclusion, and team engagement through open communication and supportive leadership.

- Ensure claims are adjudicated accurately and responsibly, with strong attention to customer experience and fairness.

- Handle complex escalations, balancing policy, risk, and empathy to resolve issues effectively (Leader Level 6 problem‑solving expectations).

- Partner with Quality, Fraud, and Compliance teams to maintain strong controls and uphold audit standards.

- Recommend and support the implementation of process enhancements, technology changes, and workflow optimization.

- Contribute to Manulife’s modernization initiatives by encouraging innovation, automation, and digitization.

- Participate in or lead cross‑functional improvement projects aligned with business plans.

- Work closely with leaders across Group Benefits, including Claims Strategy, IT, Product, and Customer Experience teams.

- Communicate performance, risks, and priorities to senior leadership and partner teams.

- Build relationships that strengthen operational alignment and customer outcomes.

Required Qualifications

- 3–5+ years of operations leadership experience, preferably within insurance, financial services, or health benefits.

- Knowledge of Group Benefits Health & Dental claims processes, regulatory requirements, and industry standards.

- Demonstrated ability to supervise large teams, set priorities, and manage operational complexity.

- Strong communication and interpersonal skills, with the ability to simplify information and mitigate conflict (Leader Level 6 expectations).

- Data‑driven decision‑making and comfort working with performance metrics and dashboards.

- Strong problem‑solving skills and the ability to navigate escalated or ambiguous cases.

Preferred Qualifications

- Experience in digital operations, workflow systems, automation, or transformation initiatives.

- Familiarity with Lean, Agile, or continuous improvement methodologies.

Benefits and Work Arrangement

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.

ハイブリッド勤務

Salary range is expected to be between $70,500.00 CAD - $117,500.00 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.Referenced Salary Location Waterloo, Ontario

Equal Employment Opportunity

マニュライフとジョン・ハンコックについて

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。

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