Are you an inspirational leader looking for an opportunity to make the lives of Canadians better? Are you looking to guide a team that will help our clients in supporting their most important asset: their people?  The Disability National Admin (DNA) team is the first point of contact for members and Plan Sponsors and a critical resource for the Group Disability operation. The DNA team is responsible for claim setup (STD, LTD, life, AMCS), managing file access requests, a disability contact centre, calculation and offset teams, managing permanent and life waiver claim files, as well as, incoming documents (AIU) and administrative tasks.

Associate Manager roles report in to either the Manager or Director of National Administration. The Associate Manager is accountable for the effective leadership and strategic development of the DNA teams.  The Associate Manager is also responsible for providing backup leader coverage and support for the other areas of the DNA organization both offshore and onshore.  This individual should have a keen interest in growth and development within our business.

Job Responsibilities:

• Direct leadership of a team of approximately 20 admin and/or contact centre roles

• Identify, develop, and retain industry top talent.

• Proactively monitor workflow utilizing appropriate technologies.

• Participate in the strategic development of the overall Disability National Administration team (DNA).

• Create an environment where teams can demonstrate Manulife Values.

• Establish and cultivate internal and external partnerships.

• Address escalations thoroughly and promptly.

• Foster a continuous improvement culture.

Required Qualifications:

• Driven by passion to do what is right

• Call Centre, leadership, or disability case management experience

• Superior problem-solving and analytical skills

• Results-oriented with strong decision-making ability

• Strong ability to think creatively and develop workflow solutions rapidly in a high-transaction, fluid work environment

Preferred Qualifications

• Relentless enthusiasm for our work

• Empathic professional communication skills

• Driven by passion to do what is right

• Natural curiosity that leads to continuous improvement

• Encourages self and others to have a growth mindset

• Thrives in a dynamic team environment

• Team leadership experience in a fast-paced environment

• Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

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 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.