Directrice adjointe ou directeur adjoint, Exploitation, Règlements – Soins médicaux et Soins dentaires
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.
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…
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