Claims Manager, Product Delivery

The Claims Manager, Product Delivery is responsible for supporting the delivery, remediation, and optimization of claims capabilities across new and existing (Day 2) products.

The role focuses on accelerating clearance of Product Day 2 inventory, ensuring robust claims setup, accurate formula configuration, and compliance with MAS regulatory requirements. This position acts as a key liaison between IT (IS), Product, Business Analysts, and SMEs, ensuring claims requirements are accurately translated into system solutions and validated through testing and implementation.

Position Responsibilities:

Product Day 2 Remediation & Delivery

Drive clearance of Product Day 2 backlog by supporting requirement gathering, participating in solutioning and design discussions, ensuring accurate claims configuration in systems

Involved in backward remediation of claims formula setup gaps

Validate technical calculations, benefit rules, and claim logic to ensure accuracy and consistency

Technical Claims Requirement & Solutioning

Provide clear, detailed claims requirements and artefacts, including Business rules, Calculation logic and Claims assessment considerations

Participate in solutioning and brainstorming discussions to ensure:

1) Feasibility of system solutions

2) Alignment with claims practices

User Acceptance Testing (UAT) & Post implementation Assurance

Participate and validate in UAT activities for claims-related changes

Ensure:

1) Accuracy of claims outcomes

2) Resolution of defects prior to deployment

Perform post-implementation validation to confirm:

1) System stability

2) Correct claims adjudication outcomes

Process Documentation & Governance

Develop and maintain mandatory process guides and documentation repository

Support development of user stories and system setup requirements

Ensure documentation supports consistent claims handling and value realization

Stakeholder Management

Act as key claims representative across IT / IS teams, Product and Business team, SMEs

Facilitate alignment within team for Claims operational needs to the requirements

Key Deliverables

Timely clearance of Product Day 2 inventory backlog

Accurate and complete claims requirements and artefacts

High-quality UAT completion with minimal defects leakage

Fully documented claims processes for all new/revised products

Successful implementation with minimal post-production issues

Required Qualifications:

Minimum 5–8 years of experience in Life Claims assessment role, preferably with:

Exposure to product implementation or system projects

Experience in Day 2/product remediation work

Prior experience working with IT/BA/ system and projects

Skills & Competencies

Strong analytical and problem-solving skills

High attention to detail (especially for technical validation)

Effective stakeholder management and communication skills

Ability to translate business needs into technical requirements

Strong planning and coordination 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.

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.

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.

Working Arrangement

Hybrid