Manager - Administrative Services Only (ASO) Billing

Manulife/John Hancock; Southwestern Ontario; Hybride; CAD 71 000 - 118 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Inclusive benefits

Well-being programs

Résumé du poste

Manulife/John Hancock in Waterloo, Ontario is seeking a Financial Operations & Billing Oversight Lead to manage daily billing operations for self-funded plans. You will supervise bill runs, invoicing, reconciliations, and risk controls while coordinating with Finance, Risk, and audit teams.

The role emphasizes strong governance, SOX/SOC 1 compliance, and continuous improvement. Hybrid work and inclusive benefits are offered.

Qualifications

• 3-5 years of progressive leadership experience in financial operations, billing, or related industry.

Responsabilités

• Lead day-to-day administration of self-funded benefit plan billing operations.
• Oversee monthly bill runs, invoicing of claim costs, fees, taxes and adjustments.
• Ensure timely reconciliations, funding arrangements and account integrity.
• Lead risk, controls, and audit readiness with SOX/SOC 1 compliance.
• Mentor billing professionals and manage escalations and failures.

Connaissances

Financial leadership

Billing operations

Reconciliations

Audit readiness

Stakeholder management

Formation

Bachelor's degree in Finance/Accounting

Description du poste

Position Responsibilities:

Financial Operations & Billing Oversight Lead the day-to-day administration of self-funded benefit plan billing operations. Oversee the accurate monthly bill runs and invoicing of benefit claim costs, administrative fees, adjustments, recoveries, taxes, and other client financial transactions. Ensure timely and accurate reconciliation of client accounts, funding arrangements, and financial activity, as well as Balance Sheet claims and suspense accounts. Manage complex financial transactions, escalations, and exceptions while ensuring timely resolution. Monitor and manage suspense accounts, beyond clearing standards items, and aged financial exceptions to ensure timely resolution. Maintain a strong control environment to support financial accuracy, integrity, and audit readiness. Risk Management & Financial Controls Identify, assess, and mitigate operational and financial risks associated with billing and financial administration activities. Monitor, analyze, and report on key performance indicators (KPIs), service level agreements (SLAs), and operational metrics. Ensure compliance with internal policies, controls, audit requirements, and regulatory obligations. Partner with Finance, Risk Management, and Control functions to strengthen processes and address control gaps. Support internal and external audits and ensure timely completion of remediation activities (SOX / SOC 1 compliance). Stakeholder Engagement Management Develop and maintain strong partnerships with internal and external stakeholders. Act as a key escalation point for complex client financial inquiries and billing-related issues. Provide expertise and guidance on billing processes, funding arrangements, financial administration, and operational best practices. Collaborate with business partners on client implementations, plan changes, and strategic initiatives. Provide oversight and governance of SFS operational partners in the Philippines responsible for back-office processing activities related to ASO billing. AI, Automation & Continuous Improvement Identify opportunities to improve efficiency, quality, accuracy, and service delivery through process optimization and AI automation. Lead and support continuous improvement initiatives that enhance operational performance and reduce risk. Champion innovation and leverage digital solutions, analytics, and emerging technologies to improve business outcomes. Support strategic transformation initiatives and organizational change efforts. Leadership & Talent Development Lead, coach, and develop a team of billing professionals. Foster a culture of accountability, collaboration, continuous learning, and service excellence. Establish clear performance expectations and provide ongoing coaching, feedback, and development opportunities. Support workforce planning, succession planning, and employee engagement initiatives. Create an inclusive environment where team members can grow and contribute to organizational success.

Required Qualifications:

Bachelor's degree in Finance, Accounting, Business Administration, Commerce, Economics, Mathematics, Data Analytics, or a related field. 3-5 years of progressive leadership experience in financial operations, billing, accounting, client financial administration, insurance operations, banking, or a related industry.

Preferred Qualifications:

Experience leading teams in a fast-paced, high-volume operational environment. Strong understanding of financial controls, reconciliations, risk management, and operational governance. Demonstrated ability to lead change and implement process improvements. Strong analytical and problem-solving skills with the ability to make sound decisions in complex situations. Excellent communication, relationship management, and stakeholder engagement 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.

#LI-HYBRID

The role being advertised is an existing vacancy.

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 [e-mail].

Referenced Salary Location Waterloo, Ontario

Hybrid Salary range is expected to be between $70,500.00 CAD - $117,500.00 CAD Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location.

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 [e-mail] for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.

We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and industry-leading AI, and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go.

We’re proud of our accomplishments and recognition.

Recent awards include:

2026 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2025 Financial Times World’s Best Employers Asia-Pacific 2026 We’ve been recognized as one of Canada’s Top 100 Employers 2026 #1 Life Insurer for AI Maturity by Evident 2026