Operations Supervisor GB Health and Dental Claims

We are looking for a dynamic and results-driven professional to lead our Group Benefits (GB) Claims Health and Dental this role you will oversee daily operations ensure service excellence and drive process improvements to deliver a superior experience for our customers and stakeholders. The ideal candidate is a strong communicator skilled in managing performance and passionate about fostering collaboration within a fast-paced environment.

Position Responsibilities:

Responsible for the prioritization of work and daily supervision of staff. Plan organize and direct daily activities of personnel. Oversight of daily work volumes.

Manage coach and develop a team to ensure quality and efficiency of the service function.

Support project initiatives at the team level. Review department procedures at the team level for accuracy and effectiveness.

Provide direction to onshore or offshore associates
Effectively communicate the status of our Service Levels daily
Liaison with other departments for unit reporting and metrics
Provide feedback for corrective measures in response to internal and external audits
Maintain and enhance inter-department relationships with collaborative efforts
Set and enforces clear expectations for job performance on quality and productivity and associate behavior
Conduct regular team meetings to review processing issues educate staff on upcoming initiatives clarify department performance expectations and support a team-based approach to the work of the department
Demonstrate sound judgment when coaching associates through situations or taking over escalated issues. Provide front-line management presence through constant interaction with associates. Identify service issues trends performance concerns training needs and system challenges. Provide timely feedback to management and affected individuals and units
Monitor and manage daily workflow
Support and participates in corporate initiatives such as disaster recovery testing and awards and recognition programs
Support all employee engagement activities
Assist in department risk initiatives to maintain focus on risk mitigation
Can act as a project lead on large scale administrative projects
Other duties as assigned
Ensure that department functions and procedures are adhered to. Initiates and participates in procedural changes as needed.
Maintain a comprehensive current knowledge of the legal and policy guidelines of the department
Ability to manage data and business analytics (including but not limited to metrics and ad hoc reporting)

Job Requirements:
Prior experience in a supervisory or exemplary performance as a tenured associate
BA/BS or some post-secondary education
Leverage skills experience and networks to develop staff to meet aggressive performance and professionalism benchmarks
Disciplined and able to carry out assigned responsibilities with minimal supervision
Possess a global perspective on the business and impacts to other business units
Propensity to understand and mitigate risk. Identify needs for controls
Collaborates effectively and accountably with stakeholders when making exceptions including Compliance other departments and individuals who are potentially impacted.
Proven writing skills and ability to provide feedback written and verbal

Decision Authorities:
Business decisions outside of process and procedure
Signoff on base level approval processes

Preferred Qualifications:

• Experienced in Claims Operations: Strong understanding of Group Benefits claims processes SLAs and compliance requirements.
• Leadership Capability: Proven ability to lead and motivate a team manage performance and foster collaboration.
• Analytical & Process-Oriented: Skilled in identifying process gaps implementing improvements and leveraging data for decision-making.
• Customer-Centric Mindset: Committed to delivering exceptional service and resolving issues promptly.

When you join our team:

• Well empower you to learn and grow the career you want.

• Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team well 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 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 .