Job Description

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

Remote



The Claims organization provides quality services to our customers and advisors. These services include processing of financial and non-financial transactions and communicating with our customers and advisors.

A strong focus on customer service is reflected in our vision: to be an industry service leader by putting the customer at the centre of everything we do and exceeding expectations through the strength of our people and service.

Job Responsibilities:

Reporting to the Director, the Manager is responsible for leading a team of service-oriented specialists to deliver critical processing functions for our Claims organization on the Manulife and former Standard Life systems. This includes transaction processing, work prioritization, external customer-related communications and reporting.

The position is responsible for building, leading and scheduling a successful team in accordance with business and staff needs, with a critical focus on customer service delivery. This will be accomplished through coaching, mentoring, development, retention and recruitment to a team of dedicated English and Bilingual staff while maintaining a positive work environment.

The Manager will manage staff in various locations in Canada and Offshore and will also regularly interact and partner closely with business partners and customers in achieving quality interactions.

Accountable for identifying required training and development opportunities for the team, as well as fostering a team culture where members develop product knowledge, business acumen, utilize sound judgment and decision-making skills. As well reviewing applications, policies/procedures and handling transactions across multiple administrative systems to the satisfaction of our external and internal customers while maintaining a balance to mitigate company risk.

This leader role will be accountable to

Manage, and maintain staffing to meet applicable daily service levels - ensure resources are scheduled and allocated across functions / administrative systems and service levels.

ensure the team maintains core business & process knowledge through training and documentation.

provide clear sighted decision-making, escalation and service support to the team.

collaborate, or assign suitable resources to collaborate, closely with internal business partners and act as necessary to support successful shared delivery of projects & continuous improvements.

By utilizing strong customer service skills and applying sound business understanding, this role acts as a critical business partner for other internal departments as well as advisors and/or their back offices.

This role leads team members in an environment with significant volumes especially during peak transactional times.

Qualifications:

Leadership experience in Claims, Investments, operation team or a customer service team.

Excellent customer service and communication skills.

Strong influencing, negotiating and conflict management skills.

Strong understanding of Investment and Insurance products and systems.

Proven investigative and problem-solving skills, with an ability to be resourceful in identifying issues and innovative in proposing solutions.

Demonstrated ability to be flexible, exercise judgment and make clear decisions in a changing environment.

Proven ability to develop staff, manage performance and mentor high potential team members.

Strong understanding of Business Unit controls

Demonstrated ability to develop and maintain excellent cross-department relationships to attain collaborative solutions.

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 \xe2\x80\x98MFC\xe2\x80\x99 on the Toronto, New York, and the Philippine stock exchanges, and under \xe2\x80\x98945\xe2\x80\x99 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 .

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location CAN, Ontario - Full Time Remote

Salary range is expected to be between $78,975.00 CAD - $142,155.00 CAD

If you are applying for this role outside of the primary location, please contact for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact for more information about U.S.-specific paid time off provisions.

Manulife