The Opportunity:

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Head of New Business and Operational Excellence with the resources to solve critical problems for the future of our business, which is why we need you.

The Head of New Business and Operational Excellence within the Operations Department is a key leadership role responsible for driving continuous improvement, operational efficiency, and performance optimization across the department. This role is also responsible for the efficient and accurate processing of new life insurance applications including interacting with clients, agents, and underwriters to ensure all required documentation is complete and accurate and providing exceptional customer service throughout the process.

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 mindset 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

We are looking someone with:

New Business

• Develop and implement operational strategies to support new business growth.
• Oversee the end-to-end operations process from application to policy issuance.
• Identify and implement process improvements to enhance efficiency and customer satisfaction.
• Ensure compliance with regulatory requirements and company policies.
• Coordinate with sales, underwriting, and customer service teams to ensure seamless operations.
• Build and maintain relationships with external partners, such as bank partners and agents.
• Oversee the implementation and maintenance of operational systems and technology.
• Ensure the effective use of technology to streamline operations and improve data accuracy.

Strategic Leadership:

• Develop and execute a comprehensive operational excellence and performance strategy aligned with the Operations Department’s goals and the broader company objectives on Digital Customer Leader (DCL).
• Lead cross-functional initiatives to improve operational processes, systems, and performance metrics.
• Lead change management initiatives within the Operations Department to ensure successful implementation of new processes and systems.
• Communicate effectively with stakeholders to gain buy-in and support for operational changes.

Process Improvement:

• Identify, design, and implement process improvement initiatives within the Operations Department
• Conduct regular process audits and assessments to identify areas for improvement in operational workflows.

Performance Management:

• Establish, monitor, and analyze key performance indicators (KPIs) specific to the Operations Department to measure efficiency and effectiveness.
• Provide regular performance reports and actionable insights to COO and other senior management.

Data Analysis and Reporting:

• Oversee the collection, analysis, and interpretation of operational data to identify trends and opportunities for improvement.
• Gather and analyze customer feedback to drive service enhancements.
• Develop and maintain dashboards and performance reports to provide real-time visibility into the Operations performance.

Cost Management:

• Identify opportunities to reduce operational costs within the department without compromising quality or performance.
• Develop and manage budgets for operational excellence and performance initiatives within the Operations Department.

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.

Nice to have:

• Minimum of combined 5 years of experience in roles related to operations, process improvement, business intelligence or performance management.
• Proven track record in leading and implementing operational excellence initiatives and driving significant improvements in efficiency and productivity.
• Ability to analyze data, identify trends, and make data-driven decisions to optimize performance.
• Excellent communication and interpersonal skills.
• Insurance industry experience
• Knowledge of emerging technologies and their application in operational processes.
• Demonstrate expertise in process improvement and quality management (Certified in process improvement methodologies such as Lean, Six Sigma)

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].

Hybrid