We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Job Description

The Associate Manager of Living Benefits Claims is accountable for the leadership, direction and operational effectiveness of the disability claim team – a team that is responsible for the review and investigation of all contestable/non-contestable claims, and the payment of Disability claims to policyholders. This role will also develop and implement strategies to improve customer service and administration efficiencies while providing the leadership necessary to foster a high-performing culture, strong engagement, employee retention and a high-quality claims management organization.

Responsibilities:

• Strong leadership skills including technical direction, coaching, performance management, recruitment and development of staff and the creation of a positive and productive work environment.

• Minimize financial and reputational risk through appropriate adjudication and management of new and ongoing claims.

• Successfully meet claims SLAs while reviewing processes to generate efficiencies and improve the customer experience.

• Actively manage the fraud risk, audit programs and approval limits for the team.

• Create and maintain strong internal (Legal, Compliance, Marketing) and external (Clients, Advisors, Reinsurers) working relationships.

• Participate in overall Claims department management, including reporting requirements, strategy development and transformation initiatives focused on our “North Star” of being the best claims team in the industry.

• Participate in overall Canadian Operations and Individual Insurance initiatives related to employee engagement and culture as a high performing team.

Competencies:

• Extensive claims experience with substantial disability insurance experience (5 years +)

• Superior knowledge of the claims industry including the regulatory and legal environment

• Excellent leadership skills

• Superior process management and organization skills

• Excellent interpersonal, motivational, influencing, negotiation and relationship-building skills

• Strong customer service orientation

• Exceptional written and oral communications skills

• Independent and intuitive decision-making skills using a high degree of critical thinking

• Ability to manage and speak to customers directly with empathy and sensitivity

• Excellent analytical skills

What motivates you?

• You obsess about customers, and our Team by listening, engaging collaboratively and act for their benefit, and growth.

• You think big, with curiosity and creativity to discover new ways to approach and enable business outcomes.

• You thrive in teams and enjoy getting things done together.

• You take ownership and build solutions, focusing on what matters for the Team and our Clients

• You do what is right, work with integrity and speak up.

• You share your humanity, and empathy by helping us build a diverse and inclusive work environment for everyone.

A competitive salary and benefits packages.

• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

• A focus on growing your career path with us.

• Flexible work policies and strong work-life balance.

• Professional development and future leadership opportunities.

Our commitment to you

• Values-first culture: We lead with our Values every day and bring them to life together.

• Boundless opportunity: We create opportunities to learn and grow at every stage of your career.

• Continuous innovation: We invite you to help redefine the future of financial services.

• Delivering the promise of Diversity, Equity, and Inclusion: We foster an inclusive workplace where everyone thrives.

• Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.

Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.

About John Hancock and Manulife

John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at manulife.com.

One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including life insurance, annuities, investments, 401(k) plans, and education savings plans. Additional information about John Hancock may be found at johnhancock.com.

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 recruitment@manulife.com .

The annual base salary for this role is listed below.

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com 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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.