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:

• 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.

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

$70,500.00 CAD - $117,500.00 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.