AVP, Health & Dental Claims

Manulife•Waterloo, ON

7d•CA$129,800 - CA$241,200•Hybrid

About The Position

This position will have oversight of key business support and operational functions and programs that drive the delivery of services and execution of business processes and transactions, managing external partnerships and is accountable for monitoring and continually enhancing the effectiveness of these solutions. Holding a strong understanding of the business and functional processes, the incumbent will also lead efforts to identify business effectiveness and revenue enhancing opportunities that cut across all functional groups and provide insights and recommendations to enhance the overall business model.

Requirements

10+ years progressive experience including the successful execution of complex projects.
10+ years progressive experience leading large operational / administration functions.
Demonstrated success in implementing process automation, efficiency and service initiatives.
Excellent understanding of financial services industry and business operations.
Strong financial acumen and ability to support detailed business cases.
Excellent communication skills (verbal and written)
Influencing, negotiating and conflict management skills.
Demonstrated ability to be flexible and exercise judgment in a changing environment.
Collaborative and ability to work and influence cross-functional teams.
Effective conceptual, diagnostic, analytical and problem-solving skills.
Ability to work in a non-structured environment.
Process and change management abilities.
Post-university degree or professional designation.

Responsibilities

Oversight of key business support and operational functions and programs that drive the delivery of services and execution of business processes and transactions.
Accountable for the quality service delivery, process efficiency and execution of operational KPIs.
Ensure adherence to internal and external service standards, compliance requirements and industry standards.
Enable a positive customer experience by providing market-competitive turnaround times, high quality service and utilizing best practices throughout experience.
Establish governance around account management, process control, and ensure proper controls are documented and implemented, and risks are effectively mitigated.
Responsible for ensuring internal compliance requirements are met in addition to external regulatory requirements.
Collaborate with other areas of the business to ensure operational excellence in executing operational related activities.
Oversee the creation/development, delivery, and analyses of operational reporting and KPI's; provide recommendations to senior management for greater effective decision making, opportunities for enhancing profitability.
With key partners (Finance, HR, Compensation teams within other LOBs), responsible for the development and continual review of guidelines/policies to drive key behaviours and actions.
Collaborate with leadership team to identify opportunities to optimize operations, service and cost efficiency sales structure, roles and territory assignment.
Drive automation and digitization of services.
Accountable for business management of assigned strategic external partners.
Leveraging strong knowledge of existing and emerging industry players, and in collaboration with Strategy and Business Development teams, identify and “sense” optimal firms/partners with which to engage to enable the business strategy.
Oversee the monitoring of service level agreements (SLAs), management reporting/metrics and risk conditions.
Business lead on assigned strategic and operational initiatives and projects.
Lead research efforts and analysis, and recommend solutions in support of strategic priorities.
Enhance and eliminate non-value-added activities; manage implementation of new approaches contributing to sustainable and quantifiable business process improvements.
Increase performance at the individual and team level inspire, coach, guide and actively engage employees; motivate and encourage staff.
Build talent capability and engage employees through focused career discussions as well as providing professional development opportunities.
Role model critical behaviors to enhance the customer experience.
Demonstrate inclusive behaviors and provide opportunities to collaborate across teams.
Foster an environment where employees share insights and generate ideas, to become more innovative and create value for the customer in everything they do.
Business continuity plan oversight and maintenance.

Benefits

health
dental
mental health
vision
short- and long-term disability
life and AD&D insurance coverage
adoption/surrogacy
wellness benefits
employee/family assistance plans
various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
financial education and counseling resources
paid holidays
vacation
personal days
sick days
full range of statutory leaves of absence