Operations Manager, Health and Dental Claims

The Operations Manager, Health & Dental Claims is responsible for leading medium-sized operations teams through supervisors and/or professional staff. This role ensures the accurate, compliant, and customer-focused adjudication of Group Benefits Health & 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.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit .

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact .

Referenced Salary Location

Waterloo, Ontario

Working Arrangement

Hybrid

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 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 for more information about U.S.-specific paid time off provisions.