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 skillbuilding for team members including supervisors/leads.

• Support employee wellbeing 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 Manulifes modernization initiatives by encouraging innovation automation and digitization.

• Participate in or lead crossfunctional 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:

• 35 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 problemsolving 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:

• 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 .

Referenced Salary Location

Salary range is expected to be between

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.