3-5 sentence summary about the role considering these questions: what is the opportunity? How is this role contributing to our mission? What will they get from this opportunity?

Position Responsibilities:

• Job Responsibilities (Consumer Protection):
  
  Assist senior management in formulating the annual consumer protection work plan and improving the organizational framework and management systems, in accordance with regulatory requirements and directives from headquarters and branch offices regarding consumer rights protection.
  Coordinate cross-departmental efforts related to consumer protection to ensure effective implementation of the branch’s consumer protection plans, policies, and procedures.
  Complete self-assessments on consumer protection in a timely manner; based on assessment results, drive systematic corrective actions across relevant departments and report findings to branch management.
  Organize and carry out financial literacy initiatives and develop consumer protection promotional materials.
  Regularly organize consumer protection training programs.
  Conduct various consumer protection reviews and supervisory inspections.
  Handle customer complaints appropriately and manage internal and external communications regarding consumer protection and complaint-related matters. Establish a long-term mechanism for root-cause analysis and governance—identifying systemic risks from individual cases and anticipating potential issues at an early stage to enable proactive, source-level resolution.
  Perform other consumer protection duties and additional tasks assigned by supervisors.
  Code of Conduct:
  
  Comply with all rules and regulations issued by regulatory authorities.
  Adhere to all company policies and procedures.
  Follow business operation processes established by the company or the relevant department.
  Maintain conduct that aligns with national laws, the company’s Code of Professional Ethics and Business Conduct, and compliance requirements set forth by the Compliance Department.
  Demonstrate integrity and honesty; do not submit false financial documents or information to the company.
  Exhibit strong awareness of risk management and compliance.

Required Qualifications:

• Qualifications / Skills / Education:
  
  Bachelor’s degree or higher.
  At least 2 years of relevant work experience.
  Strong time management skills.
  Proficient in computer operations.
  Ability to work effectively under pressure.
  Strong team collaboration skills.
  Meet the job-specific responsibilities and performance metrics established by the company for this position.
  Fulfill all requirements outlined in the job description.
  Core Competencies (listed in order of importance):
  
  Customer service orientation
  Attention to organization and quality
  Action-oriented mindset
  Interpersonal sensitivity
  Creative problem solving
  Flexibility

Preferred Qualifications:

• [Xx]

• [Xx]

• [Xx]

• [Xx]

• [Xx]

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].

Hybrid