Manager - Administrative Services Only (ASO) Billing

Manulife John Hancock; Southwestern Ontario; On-site; CAD 100,000 - 140,000; Full time

Job summary

Sponsor Financial Services (SFS) is seeking a Manager, ASO Billing to lead a team responsible for financial administration of self-funded benefit plans. The role focuses on accurate billing, reconciliations, and strong financial controls while collaborating with Finance, Risk Management, and Operations to support client success.

Responsibilities include overseeing monthly bill runs, invoicing, and complex financial transactions, with emphasis on process improvement and AI-enabled automation to

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 related industry.

Responsibilities

• 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, including 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.
• Identify, assess, and mitigate operational and financial risks related to billing and financial administration activities.
• Support internal and external audits and ensure timely remediation (SOX / SOC 1).

Skills

Team leadership

Billing ops

Financial controls

KPI & SLAs

Stakeholder mgmt

Process improvement

SOX compliance

Education

Bachelor's degree in Finance, Accounting, Business Administration, Commerce, Economics, Mathematics, Data Analytics, or related field

Job description

Sponsor Financial Services (SFS) plays a critical role in supporting the financial operations of Group Benefits clients. Our teams are responsible for the accurate administration of billing, funding, payments, reconciliations, and other financial transactions that support client benefit plans.

The Manager, Administrative Services Only (ASO) Billing leads a team responsible for the financial administration of self-funded employee benefit plans. Under these arrangements, clients fund their own benefit claims while Manulife provides claims administration, billing, reporting, and related financial services.

Reporting to the Director, Sponsor Financial Services, this role is accountable for ensuring the accurate and timely billing, reconciliation, and financial administration of client accounts while maintaining strong financial controls, delivering exceptional client service, and driving operational excellence.

The successful candidate will provide leadership to a dynamic team and work closely with partners across Finance, Underwriting, Sales, Risk Management, and Operations to support business objectives and enhance client experience.

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.
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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.

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