The Distributor Relations & Learning team is looking for a dynamic individual to act as a centralized point of contact for our New Business Case Coordination team. 

Working in Relationship Management as a Case Coordination Supervisor, this role will prepare, coach, and mentor the case coordinators for routine, complex, and escalated situations that focus on the ‘how’ of doing business with Manulife. 

With our distributors and advisors as the focus, this role will take a professional approach to every interaction, to ensure high quality, exceptional customer service and support.  This role will work with the Manager to find opportunities to improve our service quality and value proposition.

This role is a key contributor to the overall strategy for Advisor Experience in Insurance Operations.

Position Responsibilities:

• Contribute to the success of Case coordinators through effective guidance, support, motivation, and development, while emphasizing effective communication within and beyond the team.

• Create an environment of confidentiality and trust for handling sensitive employee and administrative unit information, and cultivate strong relationships with these units.

• Promote quality relationships within Operations and Insurance by supporting learning and building user confidence through problem-solving and training.

• Deliver exceptional service with professionalism and empathy, while identifying opportunities to improve operational processes and influencing decisions to enhance the customer experience.

• Serve as the main point of contact for escalated files, propose innovative ideas, challenge cumbersome processes, and support leadership in their absence.

Required Qualifications:

• Post-secondary education with 5 + years of experience in the insurance/finance sector

• Minimum 2-year experience in a training/support role

• Minimum 2-year mentor/leadership experience

• Technical knowledge and capabilities

• Strong leadership skills in coaching, motivation, development, team building and mentorship

Preferred Qualifications:

• Possess strong leadership skills to guide, motivate, and develop team spirit while acting as a subject matter expert to support new and developing team members.

• Demonstrate a solid understanding of service objectives, team performance metrics, and relationship management value propositions, while maintaining expertise in procedures and knowledge of systems, tools, and policies.

• Excel in customer service with a commitment to exceeding expectations, quickly identifying and resolving issues, and communicating solutions clearly and confidently to all parties.

• Maintain a professional attitude in problem management, with the ability to multitask, organize, prioritize, and adapt to change in a fast-paced environment.

• Work effectively both independently and as part of a team, analyze trends, produce reports, and leverage in-depth knowledge of products, policies, sales networks, and advisor relationships to manage expectations with confidence and patience.

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.

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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 recruitment@manulife.com.

Referenced Salary Location

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com 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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.