Business Consultant, Group Benefit Operations

Manulife; Toronto; Hybrid; CAD 71,000 - 118,000; Full time

Job summary

Manulife invites an experienced operations leader to join the Group Benefits operations leadership team in a hybrid Toronto/Waterloo region role. You will connect performance data to priorities, produce decision-ready materials, and drive governance across Claims, PDS, and PMA.

Expect cross-functional collaboration with senior leaders and executives. You will build scorecards, monitor KPIs, and guide initiatives from concept to delivery while maintaining accountability for outcomes.

Qualifications

• 7+ years of experience in operations, consulting, strategy, transformation, continuous improvement, program management, or governance.

Responsibilities

• Partner with functional leaders to monitor turnaround time, quality, productivity, aging, volumes, service levels, and cycle times across work types.
• Build and maintain performance scorecards for Claims, PDS, and PMA, highlighting trends, risks, gaps, and required actions.
• Lead monthly business reviews, strategic reviews, and operational updates.
• Prepare concise, decision-ready reports and presentations for steering committees and senior leadership forums.
• Translate performance results, risks, and priorities into a clear narrative, recommendations, and actions.
• Maintain an integrated roadmap across transformation, continuous improvement, technology, performance, corrective action, and audit initiatives.
• Coordinate internal and external audit readiness with functional leaders, providing one consolidated view of requirements and status.

Skills

Operations leadership

Performance management

Data analysis

Executive reporting

Project governance

Strategic communication

Business storytelling

Tools

PowerPoint

Job description

Join the Group Benefits Operations leadership team and help improve how Health and Dental Claims, Plan Design Services (PDS), and Plan Member Administration (PMA) deliver for customers. Your work will shape performance priorities, strengthen decision-making, and move high-impact initiatives from plan to result.

Reporting to the AVP, Health and Dental Claims, PDS and PMA, you will connect operational performance, portfolio governance, risk management, and executive reporting. You will turn data into decisions, align leaders on priorities, and create accountability for measurable business outcomes.

Position Responsibilities:

Operational Performance Management (25%)

• Partner with functional leaders to monitor turnaround time, quality, productivity, aging, volumes, service levels, and cycle times across work types.

• Build and maintain performance scorecards for Claims, PDS, and PMA, highlighting trends, risks, gaps, and required actions.

• Use performance insights to guide priorities, capacity decisions, and issue resolution across teams and locations.

Executive Reporting and Business Reviews (25%)

• Lead monthly business reviews, strategic reviews, and operational updates.

• Prepare concise, decision-ready reports and presentations for steering committees and senior leadership forums.

• Translate performance results, risks, and priorities into a clear narrative, recommendations, and actions.

Portfolio and Strategic Initiative Management (20%)

• Maintain an integrated roadmap across transformation, continuous improvement, technology, performance, corrective action, and audit initiatives.
• Track milestones, project health, risks, dependencies, resources, and benefits, and escalating barriers early.
• Run governance and decision forums that align priorities, allocate resources, and keep delivery on track.

Governance, Risk and Audit Management (20%)

• Coordinate internal and external audit readiness with functional leaders, providing one consolidated view of requirements and status.Track corrective action plans, compliance commitments, owners, and deadlines through closure.Escalate risks and missed commitments, driving timely decisions and accountability.

Strategic Business Support (10%)

• Translate annual priorities into action plans with clear owners, milestones, and outcomes.

• Track leadership decisions and commitments, escalating gaps and overdue actions.

• Lead special projects, leadership offsites, and strategic workshops for the Claims, PDS, and PMA leadership team.

Required Qualifications:

• 7+ years of experience in operations, consulting, strategy, transformation, continuous improvement, program management, or governance.

Preferred Qualifications:

• Demonstrated success advising senior leaders and delivering complex, cross-functional initiatives from concept through implementation.

• Analyze operational data to identify trends, root causes, risks, and business impacts.

• Build scorecards, KPIs, and dashboards that turn insight into decisions and action.

• Translate functional operational mandates into practical operating plans, priorities, and measurable actions.

• Use sound judgment to solve ambiguous problems and anticipate cross-functional risks, dependencies, and opportunities.

• Influence senior leaders without direct authority by building trust, presenting evidence, and challenging assumptions constructively.

• Align stakeholders and facilitate discussions that result in clear decisions, ownership, and accountability.

• Communicate complex information clearly and persuasively in writing and in presentations.

• Create concise, decision-ready executive materials using advanced PowerPoint and business storytelling skills.

• Manage a portfolio across competing priorities, milestones, resources, risks, dependencies, benefits, and outcomes.

• Maintain delivery momentum, elevate issues early, and build credibility in a complex, fast-paced environment.

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.

#LI-HYBRID

The role being advertised is an existing vacancy.

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.

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Referenced Salary Location

Waterloo, Ontario

Modalidades de Trabajo

Híbrido

Salary range is expected to be between

$70,500.00 CAD - $117,500.00 CAD

Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual. El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación. Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a [e-mail] para conocer el rango salarial correspondiente a tu ubicación.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con [e-mail] para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

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