Operations Assistant Manager, Health and Dental Claims

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.

Position 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

Preferred Qualifications

When you join our team

關於宏利和恒康

宏利金融公司是一家業界領先的國際金融服務商，致力於幫助人們實現「輕鬆投資理財，樂享豐盛人生」。若要進一步了解我們，請瀏覽 https : / / www.manulifeim.com / institutional / tw / en。

宏利是平等機會僱主

在宏利／恒康，我們擁抱多元。我們致力於吸引、培養及挽留和所服務客戶同樣多元的員工，並從而營造包容的工作環境，接納文化和個體差異。我們矢志維持公平的招聘、挽留、晉升及薪酬制度，我們管理的所有實踐及項目不會因種族、血統、原籍地、膚色、族裔、國籍、宗教或宗教信仰、信仰、性別（包括懷孕及其相關情況）、性取向、遺傳特徵、退伍軍人身份、性別認同、性別表達、年齡、婚姻狀況、家庭狀況、殘疾或受適用法律保護的任何其他因素而區別對待。

我們的首要任務是消除障礙，為員工提供平等就業機會。人力資源部代表將盡力為應徵過程中提出要求的申請人提供合理協助。申請人要求提供協助所分享的信息將會按照適用法律及宏利／恒康政策儲存及使用。應徵過程中如需協助，請聯絡 recruitment@manulife.com。

Referenced Salary Location

Waterloo, Ontario

Working Arrangement

混合式

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.

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