Lead Partnership Distribution Service Hub (Call Center) and PD Operational Projects to enhance customer experience, improve persistency, and strengthen operational capabilities of the PD channel.

Ensure consistent customer engagement delivery while driving operational and digital initiatives that enable scalable business growth.

Position Responsibilities:

Service Hub Management (Call Center)

• Lead and manage daily Service Hub operations to ensure consistent, high-quality outbound customer engagement. Ensure calls meet quality standards, tone, and service expectations.

• Drive customer nurturing and premium reminder activities to improve persistency. Ensure proactive engagement across the customer lifecycle.

• Monitor performance and optimize productivity and effectiveness of the team. Use data insights to refine calling strategies and improve outcomes

Customer Experience & Persistency Enhancement

• Develop calling strategies and scripts to improve customer experience. Enhance trust and perception of company care.

• Drive initiatives to improve renewal and persistency rates. Identify gaps and implement targeted retention actions.

Project Management (Operations & Digital Initiatives)

• Lead operational and digital projects.  Ensure alignment with business needs and practical impact.

• Plan, track, and coordinate project execution. Maintain timeline visibility and manage risks effectively.

Cross-functional Coordination

• Coordinate across PD, Ops, IT and other stakeholders. Ensure alignment and smooth execution.

• Resolve issues and bottlenecks. Minimize delays and ensure delivery continuity.

Process & Operational Effectiveness

• Identify and improve process gaps. Simplify workflows and remove inefficiencies.

• Support adoption of new systems and tools. Ensure scalability and sustainability.

Team Leadership & Capability Building

• Lead and develop a performance-driven team. Build discipline, accountability, and customer mindset.

• Set KPIs and monitor performance. Ensure consistent delivery and improvement.

• Coach team on communication and service quality. Improve efficiency and customer experience.

Required Qualifications:

• Experience: 6–10 years in operations / customer engagement; project experience required.

• Capabilities: Customer focus, execution excellence, project management, stakeholder coordination, leadership.

• Insurance / financial services is an advantage

Preferred Qualifications

• Customer-Centric Thinking

• Strong Execution & Delivery

• Project Management

• Stakeholder Coordination

• Problem Solving & Continuous Improvement

• Team Leadership

• Technical Skills: MS Office, CRM/calling systems, exposure to digital projects preferred.

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].