Operations Excellence - Claim

Operations Excellence - Claim is responsible for driving operational excellence by analyzing, designing, and implementing process improvements for specific area in Claim that enhance efficiency, reduce costs, and support strategic business goals. This role focuses on identifying opportunities for optimization within Claim workflows and leading initiatives that deliver measurable improvements in performance and service quality.

Anticipate future needs of Claim team including aligning AI and Digital transformation continuously to fulfill future needs. Define Operation business process improvements, communicate it to all stakeholders, to make sure the goals and the vision are clear to improve Operations KPI and aligned with overall Company strategy.

Position Responsibilities

• Process Analysis & Optimization
• Assess and map current operational processes across life insurance functions such as new business onboarding, underwriting, policy servicing, and claims.
• Identify inefficiencies, compliance risks, and customer pain points, and recommend improvements.

• Project Management

• Lead process improvement initiatives using Lean, Six Sigma, or other methodologies tailored to insurance operations.
• Define project scope, timelines, and deliverables, ensuring alignment with business and regulatory requirements.

• Stakeholder Engagement
• Collaborate with underwriting, actuarial, IT, customer service, and compliance teams to gather insights and implement changes.
• Facilitate workshops and cross-functional meetings to drive consensus and adoption.

• Performance Monitoring & Reporting

• Develop KPIs specific to life insurance operations (e.g., policy issuance turnaround time, claims processing time, NPS).
• Track and report on the effectiveness of process changes and continuous improvement efforts.

• Standardization & Documentation

• Maintain SOPs and process documentation in line with insurance industry standards and regulatory guidelines.
• Ensure documentation supports audit readiness and operational transparency.

• Change Management & Training
• Support change initiatives by developing training materials and communication plans for operational teams.
• Provide coaching and support to ensure successful adoption of new processes and systems.

Required Qualifications

• Bachelor’s degree in Business, Information Systems, Industrial Engineering, or related field.
• Min 6 years of experience in insurance operations, business process improvements, business analysis.
• Strong understanding of life insurance operations and process flows.
• Ability to map operational requirements to business process improvements
• Strong communication, facilitation, and cross-functional leadership skills.

Preferred Qualifications

• Strong communication, coordination, and stakeholder management skills

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.

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 hr@manulife.com.