Program Manager, Investigation Services

Company 1 - The Manufacturers Life Insurance Company; 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

The Program Manager, Investigation Services is an exciting opportunity for an experienced insurance investigator who is ready to take the next step into people leadership. Leading a team of Investigation Analysts focused on dental and drug investigations, you will combine strong investigative judgment with coaching, development, and day-to-day leadership of the team. We are looking for someone who brings a strong foundation in insurance investigations and can help strengthen investigative thinking, practices, and capabilities across the team. Previous formal people-leadership experience is not required; equally important is a demonstrated aptitude for coaching others, influencing outcomes, building strong relationships, and developing people. Experience with dental or drug investigations is an asset, but the technical benefits knowledge can be developed in the role.

Position Responsibilities

• Lead, coach, and develop a team of Investigation Analysts, fostering strong investigative judgment, curiosity, collaboration, and accountability.
• Provide investigative guidance on complex, sensitive, or higher-risk files, including investigation strategy, evidence assessment, documentation, findings, and recommended outcomes.
• Promote consistent, high-quality investigative practices and support the continued development of the team’s investigative capabilities.
• Support Investigation Analysts in navigating challenging files, applying sound judgment, and reaching well-supported conclusions.
• Identify emerging fraud risks, trends, and investigative opportunities and work collaboratively with internal partners to determine appropriate responses.
• Build strong relationships with business partners and stakeholders to support effective investigations and sound decision-making.
• Support continuous improvement of investigative processes, tools, controls, and practices.
• Contribute to a positive, inclusive, and high-performing team environment where employees are supported in their development and encouraged to grow their capabilities.

Required Qualifications

• Experience with dental, drug, health benefits, or provider investigations.
• Knowledge of health and dental claims, provider practices, or related fraud risks.
• Previous experience in an informal or formal leadership capacity, including mentoring, coaching, leading complex investigations, or acting as a subject-matter expert.
• Experience using data and analytics to support fraud detection or investigations.
• Fraud or investigation-related education, training, or professional designation.
• Demonstrated experience conducting insurance investigations, with a strong understanding of investigative methodology and case development.

Preferred Qualifications

• Experience managing complex investigations, including gathering and assessing evidence, conducting interviews, documenting findings, and developing well-supported conclusions and recommendations.
• Strong investigative judgment, critical thinking, problem-solving, and analytical skills.
• Demonstrated aptitude for people leadership, including the ability to coach, influence, provide constructive feedback, build trust, and support the development of others.
• Strong written and verbal communication skills, including the ability to clearly articulate investigative findings, rationale, and recommendations.
• Ability to collaborate effectively with a variety of stakeholders and navigate sensitive or complex matters with sound judgment and discretion.
• Strong organizational skills with the ability to manage competing priorities while supporting the day-to-day needs of a team.

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

Working Arrangement 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 inspiring 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