Investigation Program Lead (Hybrid)

Manulife/John Hancock; Southwestern Ontario; Hybrid; CAD 71,000 - 118,000; Full time

Benefits offered by this job

Hybrid work environment

Incentive programs

Job summary

Manulife/John Hancock is seeking a Program Manager, Investigation Services in Waterloo, Ontario. You will lead a team of Investigation Analysts focusing on dental and drug investigations, using analytics to identify fraud risks and to guide outcomes with strong coaching and stakeholder collaboration.

The role emphasizes development of people, informal or formal leadership, and building investigative capabilities across the team in a hybrid work environment.

Qualifications

• Experience with dental, drug, health benefits, or provider investigations.
• Knowledge of health and dental claims, provider practices, or related fraud risks.
• Leadership experience including mentoring, coaching, leading complex investigations, or acting as a SME.
• Experience using data and analytics to support fraud detection or investigations.
• Fraud or investigation-related education, training, or professional designation.
• Proven experience conducting insurance investigations with strong methodology.

Responsibilities

• Lead, coach, and develop a team of Investigation Analysts, fostering strong investigative judgment and accountability.
• Provide guidance on complex or high-risk files, including strategy, evidence assessment, and outcomes.
• Promote consistent investigative practices and develop the team’s capabilities.
• Support analysts in navigating challenging files and reaching well-supported conclusions.
• Identify emerging fraud risks and collaborate with internal partners on responses.
• Build strong relationships with business partners to support effective investigations.
• Support continuous improvement of investigative processes, tools, and controls.
• Foster a positive, inclusive, and high-performing team environment.

Skills

Investigation leadership

Insurance investigations

Data analytics for fraud

Coaching/mentoring

Stakeholder management

Fraud risk awareness

Education

Fraud or investigation-related education or certification

Job description

Manulife/John Hancock is seeking a Program Manager, Investigation Services in Waterloo, Ontario. You will lead a team of Investigation Analysts focusing on dental and drug investigations, using analytics to identify fraud risks and to guide outcomes with strong coaching and stakeholder collaboration.

The role emphasizes development of people, informal or formal leadership, and building investigative capabilities across the team in a hybrid work environment.