Program Manager, Investigation Services

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

Benefits offered by this job

Health benefits

Dental insurance

Vision care

Disability insurance

Pension plan

Paid time off

Job summary

Manulife in Waterloo, Ontario, is seeking a Program Manager, Investigation Services to lead a team of Investigation Analysts focused on dental and drug investigations. The role combines strong investigative judgment with coaching, development, and day-to-day leadership of the team.

The successful candidate will guide complex investigations, promote high-quality practices, and build relationships with internal partners to strengthen fraud detection capabilities while developing people.

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 or coaching on investigations.
• Experience using data and analytics to support fraud detection.
• Fraud or investigation education or professional designation.
• Strong experience conducting insurance investigations with sound methodology.

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.

Skills

Investigation leadership

Dental/drug investigations

Data analytics for fraud

Insurance investigations

Coaching/mentoring

Stakeholder relationships

Education

Fraud/investigation designation

Healthcare/insurance education

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 the 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.

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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.