The opportunity:

We are seeking a highly organized and detail-oriented individual to join our team as a Complaints Lead. The successful candidate will oversee the entire complaints handling process of Manulife, ensuring that customer concerns are addressed promptly and effectively. This role involves leading a team of complaints specialists, providing guidance, training, and support as needed to uphold our commitment to exceptional customer service.

Responsibilities:

Strategic Responsibilities

• Developing Complaints Management Strategies: (1) Formulate and implement strategies for efficient complaints handling. (2) Align the complaints management process with the organization's overall customer service goals and objectives.
• Policy and Procedure Development:

• Develop and maintain policies and procedures for handling customer complaints.
• Ensure that these policies comply with relevant regulations.

Operational Responsibilities

Complaints Handling:

• Oversee the entire complaints handling process from receipt to resolution.
• Ensure timely and effective resolution of customer complaints.

Process Improvement:

• Identify trends and root causes of complaints.
• Implement process improvements to reduce the recurrence of complaints.

Quality Assurance:

• Ensure that all complaints are handled in accordance with established quality standards; (2) Monitor the quality of complaints resolutions to maintain high customer satisfaction.

Escalation Management:

• Manage and resolve escalated complaints that require special attention or intervention.
• Coordinate with relevant departments to facilitate the resolution of complex complaints.

Reporting and Analysis:

• Collect and analyze data on complaints to identify patterns and areas for improvement.
• Generate reports on complaint trends, resolution times, and customer satisfaction levels.
• Present complaint analysis, action plans and recommendations to the Operations Leadership team and various stakeholders.
• Track key performance indicators (KPIs) related to complaints management.
• Provide regular performance updates to senior management.

Cross-Functional Coordination:

• Work closely with other departments, such as customer service, IT, product development, and quality assurance, to resolve complaints.
• Share insights and feedback with relevant teams to prevent future complaints.

Stakeholder Communication:

• Communicate complaints insights and resolution outcomes to senior management.
• Advocate for necessary changes based on complaint data to improve overall customer experience.

Leadership and Team Management

• Lead and supervise the Service Recovery Team, ensuring they are well-trained, motivated, and equipped to handle complaints effectively.
• Monitor the performance of team members, provide regular feedback, and conduct performance reviews.
• Develop and implement training programs for the complaints team to ensure they have the necessary skills and knowledge.
• Promote continuous learning and professional development opportunities for team members.

How will you create impact?

The role reports directly to the Customer Care Head, under Customer Care Team.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

• Graduate of any at least four (4) year business course from a reputable university.
• Multinational experience essential, experience in the financial industry is preferred.
• More than 10 years of customer service, insurance or financial services, complaints management or contact center experience, or equivalent demonstrated through one or a combination of the following: work experience, training and education.
• 5+ years of leadership experience
• Proven experience in a complaint handling role, demonstrating a strong understanding of customer service principles.
• Excellent communication and interpersonal skills, with the ability to navigate difficult conversations with empathy and professionalism.
• Strong leadership and team management abilities.
• Analytical mindset with the capability to identify patterns and trends in complaint data.
• Knowledge of regulatory requirements related to complaints handling is preferred.
• Ability to thrive in a fast-paced environment, effectively prioritizing tasks and managing pressure.

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture
  We lead with our Values every day and bring them to life together.
• Boundless opportunity
  We create opportunities to learn and grow at every stage of your career.
• Continuous innovation
  We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion
  We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship
  We build a business that benefits all stakeholders and has a positive social and environmental impact.

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].

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