The incumbent is responsible for overseeing a team dedicated to processing day-to-day insurance policy servicing transactions while driving process improvements to enhance operational efficiency and minimize lapses and incidents.

This role combines leadership, operational management, and strategic process review to ensure high standards of service delivery and operational excellence for both internal and external customers.

Position Responsibilities:

Team Leadership and Management:

• Lead and manage a team responsible for processing insurance policy servicing transactions, ensuring timely and accurate completion of tasks.
• Foster a collaborative and high-performance team environment, providing guidance, support, and development opportunities to team members.
   

Process Review and Improvement:

• Conduct detailed reviews of current operational processes to identify inefficiencies and areas for improvement.
• Develop and implement process optimization strategies to streamline workflows and enhance service quality, balancing the need to achieve both optimal customer experience and operational efficiency.
   

Operational Efficiency:

• Establish and track key performance indicators (KPIs) to measure and improve operational efficiency.
• Utilize data analysis and insights to drive decision-making and prioritize process improvement initiatives.
   

Risk Management and Compliance:

• Identify potential operational risks and implement measures to mitigate them, ensuring compliance with regulatory requirements and company policies.
• Develop and maintain robust controls and procedures to minimize operational lapses and incidents.
   

Incident Analysis and Resolution:

• Analyze operational incidents to determine root causes and implement corrective actions.
• Maintain an incident log and develop strategies to prevent recurrence, ensuring continuous improvement.
   

Stakeholder Collaboration:

• Work closely with cross-functional teams, including underwriting, claims, IT, and customer service, to align operations with business objectives and improve service delivery.
• Act as a liaison between the operations team and senior management, providing updates on process improvement initiatives and operational performance.
   

Technology Utilization:

• Leverage technology solutions to enhance operational capabilities and improve process efficiency.
• Stay informed about industry trends and emerging technologies that can support operational improvements.

Required Qualifications:

• Bachelor’s degree with at least 15 years of work experience, comprising minimum 8 years of relevant industry /supervisor experience
• Extensive knowledge of life insurance concepts, 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-paced environment

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.

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].