Position Responsibilities:
Leadership
1. Adapts plans and sets priorities to meet service and/or operational challenges
2. Act as point of escalation that uses judgment to identify, troubleshoot, and resolve day-to-day operational problems guided by established standards
3. Provide direction to the team in meeting the level of service (Quality Score, TAT, and timeliness objectives within their area)
4. Providing coaching, motivation, and development of team members
5. Providing training and preparing process documents to new hires
6. Assists the Associate Director with recruitment, workforce management, employment actions, including discipline and termination of employees in accordance with company policy
7. Conducts performance evaluations that are timely and constructive
8. Collaborate with leaders and managers in ensuring talent development of team members and team engagement through execution of ICS initiatives.
Risk
9. Ensure all pertinent policies and guidelines of Manulife are being followed by team members and timely completion of Mandatory Compliance Training
10. Ensuring all documents are timely reviewed and placed within a secured repository
Stakeholder Management
11. Effectively communicate for any updates and changes to all stakeholders within the segment covered
12. Manage stakeholder expectations through appropriate engagement and timely status reporting on operational highlights
Required Qualifications:
13. At least 3 years in a leadership role.
14. 2-3 years of experience in distribution compliance, particularly with knowledge of agents and sales processes in insurance or fraud investigations (such as sales misconduct investigation), or experience in regulatory compliance.
Preferred Qualifications:
15. Excellent communication skills.
16. Work experience in finance or insurance operations is preferred but not required
17. We’ll empower you to learn and grow the career you want.
18. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
19. 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 .
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 .
Working Arrangement
Hybrid