The Account Manager / Service Manager is responsible for end-to-end service, relationship management, and operational support for agency key accounts (e.g., senior leaders, top producers, and contractors) within the agency distribution channel. This role ensures smooth business operations, proactive issue resolution, and delivery of differentiated service standards to drive productivity, retention, and growth.

Position Responsibilities:

Account Management and Service Delivery

• Serve as the primary point of contact for assigned key accounts; manage queries, escalations, and service requests.
• Support general communication and event coordination for leaders and the company, as needed (e.g., drafting communications, organizing leadership meetings, town halls, and stakeholder events).
• Conduct regular business reviews (monthly/quarterly) to assess service KPIs, productivity, and support needs.
• Develop service plans and SLAs tailored to account segments (senior leaders, contractors).
• Track and resolve end-to-end operational issues (licensing, onboarding, commissions, POSM, events, training logistics).

Onboarding and Licensing Support

• Coordinate agent onboarding steps: documentation, licensing exams, appointments, and training.
• Ensure adherence to regulatory and company onboarding requirements; maintain accurate records and audit readiness.

Commission, Compensation, and Campaign Support

• Liaise with Compensation/Finance to monitor payouts, overrides (if any), adjustments, and issue resolution.
• Communicate campaign T&Cs, eligibility, and redemption processes; track qualifiers and benefits.

Operations and Process Excellence

• Standardize and optimize service processes; implement checklists, SOPs, and workflows.
• Monitor turnaround times, backlog, and service quality; drive continuous improvement and automation.

Cross-Functional Coordination

• Partner with Sales, Agency Ops, Training, Compliance, Marketing, IT, Legal, Compliance and Finance to deliver seamless support.
• Coordinate regional service needs and events; ensure consistent execution across regions.

Data, Reporting, and Insights

• Maintain account service dashboards (TAT, satisfaction, issue trends).
• Provide insights on pain points and opportunities; recommend actions to enhance agent productivity.

Compliance, Risk, and Quality Assurance

• Ensure adherence to regulatory requirements, internal policies, and data privacy standards.
• Support audits, remedial actions, and implement controls to prevent recurring issues.

Relationship and Stakeholder Management

• Build trust-based relationships with key agency leaders; manage expectations and communications.
• Facilitate feedback loops; champion the voice of the agency within the organization.

Required Qualifications:

• Bachelor’s degree in Business, Finance, Marketing, or related field; MBA is a plus.
• 5+ years of experience in life insurance, financial services, or agency distribution; account management/service leadership preferred.
• Solid understanding of agency distribution operations (onboarding, licensing, commissions, campaigns, compliance).
• Proven track record in stakeholder management, problem-solving, and process improvement.

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].