**The opportunity** The Claims Manager role offers a unique opportunity to make a significant impact on our claims operations by directly processing and approving claims with precision and care. As a key contributor to Manulife's mission of delivering exceptional service, you will work closely with vendors and internal stakeholders to ensure efficient claims management. This role requires a proactive individual who can manage the claims cost and experience, monitor SLAs and KPIs, and drive continuous improvement processes to enhance the customer experience. **Responsibilities** + Accurately process and make informed decisions on claims, ensuring compliance with company policies and industry standards. + Collaborate with and monitor vendors to maintain service quality and efficiency in claims handling. + Work effectively with internal stakeholders across departments to streamline claims management and resolve issues. + Track and manage claims loss ratio, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs). + Participate in initiatives to improve claims processes and enhance the overall customer experience. **What motivates you?** + You obsess about customers, listen, engage and act for their benefit. + You think big, with curiosity to discover ways to use your agile approach and enable business outcomes. + You thrive in teams and enjoy getting things done together. + You take ownership and build solutions, focusing on what matters. + You do what is right, work with integrity and speak up. + You share your humanity, helping us build a diverse and inclusive work environment for everyone. **What we are looking for** + 8-10 years of experience in claims management, with a proven track record of processing and approving claims efficiently and accurately. + Demonstrated expertise in using claims management software and tools, MsOffice (Excel, Word, Powerpoint, PowerBi) etc. + Bachelor's degree in Medical or Sciences + Strong analytical and decision-making skills, with the ability to manage complex claims and work collaboratively with vendors and internal teams. + Excellent communication and interpersonal skills, capable of effectively liaising with stakeholders and enhancing customer satisfaction. **What can we offer you?** + A competitive salary and benefits packages. + A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills. + A focus on growing your career path with us. + Flexible work policies and strong work-life balance. + Professional development and leadership opportunities. **Our commitment to you** + Values-first cultureWe lead with our Values every day and bring them to life together. + Boundless opportunityWe create opportunities to learn and grow at every stage of your career. + Continuous innovationWe invite you to help redefine the future of financial services. + Delivering the promise of Diversity, Equity and InclusionWe foster an inclusive workplace where everyone thrives. + Championing Corporate CitizenshipWe build a business that benefits all stakeholders and has a positive social and environmental impact. **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 recruitment@manulife.com . **Working Arrangement** Hybrid