Hybrid Operations Assistant Manager, Health and Dental Claims

at Manulife

• Job title: Operations Assistant Manager, Health and Dental Claims
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: CA$70,500 - CA$117,500 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Waterloo, Canada

About the role

• Operations Assistant Manager overseeing health and dental claims teams at Manulife. Responsible for managing operations and ensuring adjudication accuracy while driving process improvements.

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
• 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

Requirements

• 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
• 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
• Experience in digital operations, workflow systems, automation, or transformation initiatives (preferred)
• Familiarity with Lean, Agile, or continuous improvement methodologies (preferred)

Benefits

• health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage
• adoption/surrogacy and wellness benefits
• employee/family assistance plans
• various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
• financial education and counseling resources
• generous paid time off program including holidays, vacation, personal, and sick days
• full range of statutory leaves of absence