We are looking for a dynamic and results-driven professional to lead our Group Benefits (GB) Claims Health and Dental team. In 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:_** + We’ll empower you to learn and grow the career you want. + We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. + As part of our global team, we’ll support you in shaping the future you want to see. **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Modalidades de Trabajo** Híbrido