We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today. 

Hybrid

Job Description

The opportunity

Reporting to the Supervisor/Manager in Policy Owner Services, or Manager in Affinity Markets,  this position is primarily responsible for processing transactions that vary in level of complexity.

Responsibilities

• Reviewing and/or processing incoming transactions in a timely and accurate manner
• Providing strong customer service by means of email, phone and written letters to internal and external clients.  Research, analyze and respond to requests received from internal and external customers.  This involves determining the best course of action to address the issue and accurately processing any necessary transaction(s).
• Having extensive knowledge of Indvidual Insurance and/or Affinity Markets (includes products, systems and a basic understanding of all other areas of Policy Owner Services)
• Working with teams across locations to achieve dynamic volumes and service standards
• Contributing to enhanced departmental efficiency by identifying process improvements and enchancements
• Demonstrating a positive approach to problem solving
• Work closely with other areas and locations of POS to ensure policies and procedures are being followed. Keep up to date with all changes in procedures and documentation.
• Participate in on-going training.  Provide assistance on other functions handled within the Department.  Be actively involved in the continuous improvement of all processes and procedures.
• Identify and contribute to process improvement initiatives in order to determine ways of processing more efficiently and effectively.

How will you create impact?

There is a need to work on multiple administration systems with various products and work types; all with varying complexity.

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

• College diploma or related business experience
• Bilingual (French/English)
• Solid knowledge of Manulife’s Compliance and Privacy guidelines
• Proficient knowledge of MS Office i.e. Word, Excel.
• Able to work independently, with a minimum of direct supervision
• Demonstrated decision making skills
• Self starter with great initiative and attention to detail
• Strong interpersonal and communication (written & verbal) skills
• Works well in a fast paced environment
• Responds to challenges and opportunities in a positive and productive manner
• Good mathematical aptitude
• Good organizational skills with the ability to multitask
• Strong customer service skills
• System, product and procedural knowledge
• Resilient and adaptable to change
• Strong team player with the ability to collaborate between departments and other locations

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 group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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].

The annual base salary for this role is listed below.

CAN, Quebec, Montreal, 900 Boulevard de Maisonneuve Ouest

Salary range is expected to be between

$37,425.00 CAD - $62,375.00 CAD

If you are applying for this role outside of the primary location, please contact [email protected] 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 [email protected] for more information about U.S.-specific paid time off provisions.