Manulife Jobs

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Hybrid

Job Description

Responsible for the strategic planning and execution of customer services operations, focused on management and leadership of processes for the continuous improvement of the customer experience and employee performance. This job description does not represent a comprehensive listing of job duties that are required of the employee performing this role. We reserve the right to change duties or assign additional duties at any time with or without notice.

People Leader Role: Yes Essential

Responsibilities:

• Ensure a positive customer experience that aligns with organizational goals

• Strategic planning and project oversight

• Employee engagement

• Collaboration with peers and business partners

• Expense management

Individual Responsibilities:

• Setting service delivery targets and attaining standards. This includes approval of volumes forecasts, hiring approvals, employee engagement, training requirements and quality service

• Building the strategies that aligns with the broader goals of the organization and incorporate/leverage the support and input from various centers of expertise including training, workforce management, product marketing, IT and distribution. Accountable for continuing to evolve the strategies and service as the goals of the organization and needs of the customers and distributors change

• Developing and maintaining business relationships with key business leaders, advisors, relationship teams, marketing assistants and centers of expertise to create and deliver an exceptional service experience for customers

• Obtaining and maintaining own knowledge of unique industry and regulatory requirements

• Decision making authority for hiring, terminations, staffing requirements, expense management, location strategies, recognition and employee engagement to achieve service levels and meet organizational goals.

• Oversight, governance and direction for offshore location to meet desired service targets

• Ensuring the growth, development, coaching, feedback, rewards and recognition of employees in multiple locations

• Other duties as assigned Shared Responsibilities: Collaboration with Call Center Peers

• Work with other Directors to ensure consistency in service delivery across lines of business

• Share information and contribute to the ongoing improvement of technology and processes

• Coordinate recruiting at MBPS to adhere to ensure proper staffing and training rooms

• Partner with IT on strategic initiatives

Job Requirements:

• Bachelor’s degree with 8 years of relevant industry /supervisor experience

• Extensive knowledge of Business Specific Industry/Products/Services/Processes

• Demonstrated leadership and managerial excellence including hiring, performance management and employee development

• Excellent communication (both orally and written) and presentation skills

• Strong interpersonal skills with the ability to influence across multiple levels and effectively interface with sensitive client situations

• Team player with the ability to influence, negotiate and develop “win-win” solutions.

• Skilled problem-solver and decision-maker

• Ability to make complex decisions independently when outcome of a faulty decision could be very public

• Excellent time management and organizational skills

• Ability to effectively multi-task in fast pace environment

• Strong presentation and written communication skills

• Industry education such as (IFIC, CSC designations as appropriate)

• Compliance/regulatory knowledge is an asset Decision Authorities:

• Full resource management responsibility

• Decision making for hiring, terminating, training/developing and compensation changes for the team

• Budgeting

• Tactical and Strategic Initiatives Working Conditions:

• May be required to travel between MANULIFE offices MANULIFE IS AN EQUAL OPPORTUNITY EMPLOYER - AA/F/M/D/V

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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 .