Manager – Administrative Services Only - Billing

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.

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 [email protected].

Referenced Salary Location

Waterloo, OntarioHybrid

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 [email protected] 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 [email protected] 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.