We’re looking for aDirector, Training, Documentation & Continuous Improvementto build and lead a specialized team that strengthens the “front end” of Group Benefits operations, plan setup, member administration, and claim payment, so it runs with greater quality, consistency, and confidence. You’ll set the standards that make work repeatable and right-first-time, using clear processes, strong training, trusted documentation, and disciplined root‑cause elimination.

In close partnership with Underwriting, configuration, operations, and delivery teams, you’ll ensure inputs, rule configuration, and operational handoffs are executed with precision, reducing downstream rework, accelerating cycle times, and improving the client and member experience.

Responsibilities:

• Develop a training strategy to build rule‑configuration expertise. Create onboarding, assessments, certifications, and learning pathways. Partner globally to ensure consistent capability.
• Create and maintain a centralized framework for processes and configuration standards. Use templates and playbooks to reduce reliance on tacit knowledge.
• Align documentation with partners like RGO and Underwriting.
• Run a continuous improvement program to reduce variation and defects. Perform root‑cause analysis, use analytics to identify trends, and work with QA to establish metrics and feedback loops.
• Act as the connector across operations teams. Drive simplification and standardization of business rules. Champion new processes and support major transformation efforts.
• Lead the TK&CI team, set priorities, and build a multiyear roadmap. Foster a culture of learning and accountability while providing coaching and development.

Required Qualifications:

• 7–10+ years’ experience in group benefits operations (claims, plan setup, underwriting operations) or a related field.
• Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.
• Deep knowledge of health and dental benefits administration, including business rules and configuration logic.
• Proven people leader with experience building, developing, and transforming high-performing teams in complex operational environments.
• Demonstrated results in process improvement, quality management, and continuous improvement (Lean Six Sigma or equivalent).
• Exceptional communication and stakeholder-management skills, with the ability to influence and align cross-functional, geographically distributed partners.
• Strong analytical mindset; uses data and metrics to identify trends, diagnose issues, and drive measurable improvements.
• Hands-on experience with rule configuration and/or policy administration systems.
• Experience working with offshore delivery partners and BPO environments to deliver consistent outcomes at scale.

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.

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 hr@manulife.com .

Referenced Salary Location

Waterloo, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$118,300.00 CAD - $168,300.00 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 hr@manulife.com 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 hr@manulife.com 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 .