3-5 sentence summary about the role considering these questions: what is the opportunity? How is this role contributing to our mission? What will they get from this opportunity?

Position Responsibilities:

• Review and assess claim cases to ensure fair, accurate, and consistent claim decisions in line with policy terms, internal guidelines, and compliance requirements.
• Oversee daily claim operations, monitor workload, and ensure claims are processed accurately and within agreed turnaround time.
• Provide coaching and training to team members, sales teams, and relevant internal stakeholders on claim processes, product knowledge, and claim handling principles.
• Handle customer complaints and escalated cases with clear communication, proper investigation, and timely follow-up.
• Partner with cross-functional teams to resolve complex cases, improve workflows, and enhance the end-to-end claim experience.
• Maintain proper documentation and support governance, quality control, and audit readiness for claim activities and decisions.

Required Qualifications:

• 3–5 years of experience in claims, insurance operations, or a related field, preferably with exposure to team supervision or operational management.
• Solid understanding of claim processes, policy terms, operational controls, and customer service principles.
• Bachelor’s degree in medicine, pharmacy, nursing, healthcare, insurance, or another relevant discipline. Medical background or solid medical knowledge is preferred, especially the ability to review medical records, diagnosis, treatment history, and hospital documents for major claim assessment.
• Proficiency in Microsoft Office applications; experience with reporting, data analysis, or operational dashboards is a plus.
• Experience in team training, stakeholder communication, complaint handling, or service recovery.
• Ability to supervise team members, allocate workload, monitor performance, and coach others to build team capability.
• Strong quality and risk mindset, with the ability to identify issues, strengthen controls, and support compliance requirements.
• Analytical and solution-oriented, with the ability to drive practical process improvements that improve efficiency and customer experience.

Preferred Qualifications:

• Strong leadership presence with effective communication, stakeholder management, and problem-solving skills.
• Ability to work under pressure, manage competing priorities, and deliver outcomes within tight timelines.
• Hands-on experience handling escalated or complex claim cases and collaborating with cross-functional teams to reach appropriate resolutions.
• Knowledge of regulatory and compliance requirements related to claims.
• Experience with reporting, data analysis, or operational dashboard monitoring.

English proficiency to review medical, claim-related, and business documents

When you join our team:

• Be part of a collaborative team where your expertise in claims can make a meaningful impact on customers and operations.
• Grow your career in a supportive environment that values learning, ownership, inclusion, and continuous improvement.
• Work with colleagues across functions to improve processes, strengthen service quality, and shape a better claim experience.

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 https://www.manulife.com/en/about/our-story.html.

Manulife 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 [email protected].