This position at Manulife in Toronto, Ontario, involves strategic oversight of key business support and operational functions for Health & Dental Claims. The incumbent will drive service delivery, execute business processes, and manage external partnerships, ensuring continuous enhancement of solutions.
A strong understanding of business and functional processes is essential to identify opportunities for business effectiveness and revenue enhancement across all functional groups. This role provides insights and recommendations to optimise the overall business model.
Key Responsibilities
You will oversee critical operational functions and programmes, ensuring quality service delivery, process efficiency, and the achievement of operational key performance indicators. This includes adhering to internal and external service standards, compliance, and industry regulations.
The role involves enabling a positive customer experience through competitive turnaround times and best practices, establishing governance for account management and process control, and ensuring proper documentation and risk mitigation.
Collaboration with other business areas is crucial for operational excellence. You will oversee operational reporting and KPI analyses, providing recommendations to senior management for improved decision-making and profitability.
Responsibilities also include developing and reviewing guidelines with key partners, identifying opportunities to optimise operations and service efficiency, and driving automation and digitisation initiatives.
You will manage strategic external partners, identify optimal firms for engagement, oversee service level agreements, and lead strategic and operational projects. This includes research, analysis, and implementing process improvements.
Furthermore, you will be responsible for enhancing individual and team performance, inspiring and coaching employees, building talent capability, and fostering an inclusive environment that encourages innovation and customer value. Business continuity plan oversight is also a key duty.
What You'll Bring
Candidates should possess 10 or more years of progressive experience, including successful execution of complex projects and leading large operational or administration functions.
Demonstrated success in implementing process automation, efficiency, and service initiatives is required, along with an excellent understanding of the financial services industry and business operations.
Strong financial acumen, the ability to support detailed business cases, and excellent communication skills are essential. Influencing, negotiating, and conflict management abilities are also critical.
The ideal candidate will demonstrate flexibility, sound judgment in changing environments, and a collaborative approach to work effectively with cross-functional teams.
Effective conceptual, diagnostic, analytical, and problem-solving skills are necessary, coupled with the ability to thrive in a non-structured environment and strong process and change management capabilities. A post-university degree or professional designation is also a requirement.
Benefits & Culture at Manulife
Joining Manulife means being empowered to learn and grow your career in a flexible environment that prioritises well-being and inclusion. As part of a global team, you will be supported in shaping your future.
Manulife offers a hybrid working arrangement in Toronto, Ontario. Eligible employees receive 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.
The company also provides employee/family assistance plans, various retirement savings plans (including pension and a global share ownership plan with employer matching contributions), and financial education and counselling resources. A generous paid time off programme in Canada includes holidays, vacation, personal, and sick days, along with the full range of statutory leaves of absence.
The expected salary range for this role in Toronto is between $129,800.00 CAD and $241,200.00 CAD, with opportunities to participate in incentive programmes based on business and individual performance. Manulife is an Equal Opportunity Employer, committed to diversity and fostering an inclusive work environment.
