Supervisor Health/Dental Claim

Putting customers at the center of everything we do, the Supervisor, Health & Dental Claims leads the day to day operations of a customer-facing claims team. This role is accountable for team performance, employee engagement, and consistent service delivery, ensuring quality, productivity, and customer outcomes are achieved in line with Manulife’s commitments.

This role focuses on short term execution, people leadership, and operational problem-solving, using judgment within established standards, policies, and priorities. Success in this role requires balancing customer needs, employee experience, and operational efficiency, while fostering a culture grounded in Manulife’s Values.

Position Responsibilities:

1. People Leadership & Team Performance (≈35%)

• Lead the daily activities of a Health & Dental Claims team to deliver consistent, high-quality service outcomes

• Coach, develop, and recognize team members through timely feedback, performance discussions, and development actions

• Create an inclusive, respectful, and psychologically safe team environment where individuals feel supported to do their best work

• Set clear priorities, manage workloads, and coordinate resources to meet service, quality, and productivity targets

• Address performance concerns promptly and fairly, demonstrating integrity and consistency in people decisions

• Support career development conversations by identifying strengths, development needs, and learning opportunities

2. Customer-Centered Operations & Service Delivery (≈65%)

• Oversee day‑to‑day claims operations, monitoring service levels, quality, and productivity against established targets

• Guide the team to listen first, understand customer needs, and deliver clear, empathetic, and timely outcomes

• Resolve day‑to‑day operational issues and handle escalated cases using judgment within established policies and standards

• Analyze operational data and team results to identify trends, address gaps, and inform decisions

• Collaborate with internal partners to support service excellence and smooth execution of operational priorities

• Support the implementation of process improvements and changes that simplify work, reduce rework, and improve customer experiences

Required Qualifications:

• 3–5 years of progressive experience in people leadership and/or customer-facing operations

• Experience in insurance, group benefits, or claims operations is considered beneficial

• Demonstrated ability to lead day‑to‑day operations, set priorities, and manage performance

• Strong communication and interpersonal skills, with the ability to coach, influence, and resolve issues

Preferred Qualifications:

• Analytical mindset with experience using data to support decisions and improvements

• Strong working knowledge of Microsoft 365 tools

• Ability to work effectively in a fast‑paced, changing operational environment

• Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

Working Conditions:

• Occasional travel may be required

• Work hours may vary to support business needs across geographies

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.

The role being advertised is an existing vacancy.

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

CAN, Ontario, Waterloo, 500 King Street North

Working Arrangement

Hybrid

Salary range is expected to be between

$59,100.00 CAD - $98,500.00 CAD

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

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.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.