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.

Preferred

Qualifications:

Experience leading teams in a fast-paced, high-volume operational environment. Robust 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

📌 Manager - Administrative Services Only (ASO) Billing (London)
🏢 Manulife/John Hancock
📍 London