The Head of Providers Relations role offers a unique opportunity to lead and expand our network of healthcare providers within the insurance industry, aligning with our mission to deliver comprehensive and accessible insurance solutions. This position is crucial in developing and maintaining strategic partnerships with healthcare institutions, ensuring that our insurance products and services meet the diverse needs of our clients. The successful candidate will gain valuable insights into healthcare management within the insurance sector, enhance their leadership and negotiation skills, and contribute to the growth of a high-quality provider network. This role provides the chance to be at the forefront of innovation in the insurance industry, driving both personal career advancement and the organization's success.

Position Responsibilities:

• Provide leadership, motivation and support to the team to ensure established objectives for service, quality and productivity are achieved in a rapidly changing environment that supports sales and retention objectives.
• Through recruiting, training, coaching, mentoring, team building and development opportunities, build a high performing cohesive work team that delivers quality service.
• Ensure that service issues are resolved promptly, professionally and courteously.
• Participate directly in continuous improvement projects. Identifying service and productivity improvements opportunities within the team and manage change as required.
• Ensure all Request for Proposals for clients are completed on time, professionally, to the satisfaction of the Account Executive and in a consistent approach.
• Ensure the consistent quality production of all client review kits for the CRMs (including preparing PPT, requesting reports, analyzing data and assembling material).
• Ensure that all of the shared mailboxes are assigned to various staff and that all requests for education or service support and completed with a high level of quality, professionalism and on time.
• Provide bilingual support as needed, reporting on trending of service requests and identify opportunities for efficiencies and cost effectiveness.

Required Qualifications:

• Minimum of 5 years' working experience industry preferably working with service and Distribution
• 5-7 year’s experience in a customer service role
• Well-developed planning, organization skills and time management skills
• Demonstrated customer service skills, problem solving and multitasking skills Proficient use of Microsoft Office Word, Excel
• Ability to travel to various Group Field Offices across Canada periodically Strong customer orientation with emphasis on building relationships
• Strong interpersonal skills with proven ability to influence and negotiate, to defuse, reconcile and remedy various issues and create win-win solutions
• Excellent oral and written communication skills Fluently bilingual in both oral and written French and English
• Exceptional organizational and priority management skills in a fast-paced environment
•  Excellent knowledge of the business unit's practices and procedures

Preferred Qualifications:

• Analytical thinking Flexibility and adaptability
• Excellent communication
• Continuous improvement Client service

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