Manulife’s Customer Experience Investigation Services department, an industry leader in fraud prevention, is looking for a dynamic individual to join its team. This department is dedicated to preventing, detecting and investigating incidences of fraud and abuse against its benefit plans.
The E-Commerce Control Auditor, Investigation Services is responsible for applying Group Benefits knowledge, attention to detail, problem solving abilities, customer service, investigation and data analysis skills to identify, investigate and prevent fraud and abuse. Additionally, this role will support the Manager with projects and initiatives.
Position Responsibilities: Perform risk-based data profiling and analysis to identify trends and outliers in various categories for further review and investigation
Lead and support audit programs; coordinating, assessing, and making decisions on investigations
Take initiative and lead investigations to successful conclusions including the preparation of criminal and regulatory complaints
Conduct interviews with plan members, providers of service and others
Create written audits and other correspondence to plan members, providers of service and others
Engages, interacts and consults with various internal contacts such as Customer Service, Legal, Client Relations, Medical Consultants, Regional Group Office and external stakeholders such as Health Practitioner Regulatory Bodies, Colleges and Associations, and Plan Sponsors
Lead, support and implement key investigative projects
Comfortable delivering effective presentations to new and existing clients
Travel is required for this role, including the ability to work outside of core working hours
Required Qualifications: Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
University degree or equivalent work experience
Preferred Qualifications: Knowledge of Group Benefits
Knowledge of the Canadian healthcare environment, service delivery model and regulation
CFE designation is an asset
Knowledge of fraud and abuse risk, and techniques to manage risk
Strong research, problem solving and decision-making skills
Ability to manage contentious interactions with various stakeholders
Excellent oral communication (both phone and face to face) and written communication skills
Intermediate data analysis skills with expertise using Excel and other data mining software
Demonstrate investigation skills with attention to detail




Ability to be creative, critical and aggressive in managing audit and investigative activities
Organizational skills and the ability to manage multiple conflicting priorities
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 Montreal, Quebec.
Working Arrangement Hybrid.




Salary range is expected to be between $41,400.00 CAD - $69,000.00 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.
Perks health
dental
mental health
vision
short- and long-term disability
life and AD&D; insurance coverage
adoption/surrogacy and wellness benefits
employee/family assistance plans
retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
financial education and counseling resources
holidays
vacation
personal
sick days
statutory leaves of absence
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.
We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and industry-leading AI, and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognition.
Recent awards include: 2026 Gallup Exceptional Workplace Award Winner Manulife
Named one of Forbes World’s Best Employers 2025
Financial Times World’s Best Employers Asia-Pacific 2026
We’ve been recognized as one of Canada’s Top 100 Employers 2026
#1 Life Insurer for AI Maturity by Evident 2026
Our ambition is to be the number one choice for customers. Learn more at https://www.manulife.com/.

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📌 Bilingual E-Commerce Control Auditor (Quebec City)
🏢 Company 1 The Manufacturers Life Insurance
📍 Quebec City