Senior Business Advisor in Operational Excellence focusing on process improvement and efficiency in Claims. Collaborating with global teams to enhance customer service and deliver innovative solutions.
About the role
- Operations Manager responsible for leading teams in Health & Dental Claims at Manulife. Ensuring accurate, compliant adjudication while managing operational excellence and team performance.
Responsibilities
- Translate business priorities into team plans, workflows, and resource allocation
- Provide full supervisory leadership, including performance management, coaching, talent development, and workforce planning
- Cultivate a culture of high performance, accountability, inclusion, and continuous improvement
- Mentor emerging leaders and create bench strength
- Identify opportunities to improve claims processes, workflow efficiency, and customer experience
- Ensure adherence to claims policies, regulatory requirements, audit standards, and risk controls
- Sponsor operational excellence initiatives and implement best practice methodologies
- Interpret internal/external business challenges and recommend action to improve claims operations
- Collaborate with partners across Group Benefits, including Product, IT, Fraud, Finance, and Customer Experience
- Use data-driven insights to assess performance trends, forecast needs, and recommend operational strategies
- Lead teams through complex operational issues using analysis of multiple data sources
- Approve exceptions in escalated or ambiguous claims situations
- Identify, manage, and mitigate operational, financial, and regulatory risks
- Communicate operational results, risks, and priorities to senior leaders
- Influence cross-functional stakeholders to adopt new processes and solutions
- Represent Claims Operations in enterprise initiatives or cross-functional projects
Requirements
- 5–7+ years of experience in operations leadership, preferably in insurance, financial services, or health benefits
- Strong knowledge of Group Benefits Health & Dental claims adjudication, regulations, and industry practices
- Demonstrated experience managing teams through supervisors and leading performance/results delivery
- Proven ability to interpret business challenges, solve complex operational problems, and lead change
- Strong communication and influencing skills
- Proficiency with operational analytics, KPIs, and continuous improvement methodologies
Benefits
- Health, dental, mental health, vision insurance
- Short- and long-term disability insurance
- Life and AD&D insurance coverage
- Adoption/surrogacy and wellness benefits
- Employee/family assistance plans
- Retirement savings plans (including pension)
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Generous paid time off program including holidays, vacation, personal, sick days, and statutory leaves of absence
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