Additional Information
Putting customers at the center of everything we do, the Supervisor, Health & Dental Claims leads the day to day operations of a customer-facing claims team. This role is accountable for team performance, employee engagement, and consistent service delivery, ensuring quality, productivity, and customer outcomes are achieved in line with Manulife's commitments.
This role focuses on short term execution, people leadership, and operational problem-solving, using judgment within established standards, policies, and priorities. Success in this role requires balancing customer needs, employee experience, and operational efficiency, while fostering a culture grounded in Manulife's Values.
Position Responsibilities:
1. People Leadership & Team Performance (≈35% )
Lead the daily activities of a Health & Dental Claims team to deliver consistent, high-quality service outcomes
Coach, develop, and recognize team members through timely feedback, performance discussions, and development actions
Create an inclusive, respectful, and psychologically safe team environment where individuals feel supported to do their best work
Set clear priorities, manage workloads, and coordinate resources to meet service, quality, and productivity targets
Address performance concerns promptly and fairly, demonstrating integrity and consistency in people decisions
Support career development conversations by identifying strengths, development needs, and learning opportunities
2. Customer-Centered Operations & Service Delivery (≈65%)
Oversee day‑to‑day claims operations, monitoring service levels, quality, and productivity against established targets
Guide the team to listen first, understand customer needs, and deliver clear, empathetic, and timely outcomes
Resolve day‑to‑day operational issues and handle escalated cases using judgment within established policies and standards
Analyze operational data and team results to identify trends, address gaps, and inform decisions
Collaborate with internal partners to support service excellence and smooth execution of operational priorities
Support the implementation of process improvements and changes that simplify work, reduce rework, and improve customer experiences
Required Qualifications:
3-5 years of progressive experience in people leadership and/or customer-facing operations
Experience in insurance, group benefits, or claims operations is considered beneficial
Demonstrated ability to lead day‑to‑day operations, set priorities, and manage performance
Strong communication and interpersonal skills, with the ability to coach, influence, and resolve issues
Manulife · Ontario, Waterloo, 500 King Street North, Canada