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:

• Handle new business administrative tasks for the local branch, including tracking and managing requirements such as medical examinations and underwriting notifications, and executing follow-up actions related to policy issuance or declination.
  Manage policy servicing activities at the local branch, including handling locally managed policy changes, and assisting headquarters with complex change requests and documentation.
  Oversee claims-related activities at the local branch, including tracking claim inquiries and processing post-decision documentation for approved or declined claims.
  Manage policy renewal activities at the local branch, including assigning and following up on orphan policies, performing system operations, supporting headquarters in delivering VIP Club services, and monitoring and reminding clients about renewal premium payments.
  Handle sales administration, customer service, consumer rights protection, complaint resolution, operational document management, and seal control for the local branch.
  Manage departmental records and maintain compliance-related documentation (including contracts).
  Provide operational support to the branch’s sales teams and deliver client services in accordance with corporate and branch operational policies, procedures, service standards, and delegated authorities; respond to in-person inquiries from agents and customers.
  Prepare and deliver operational training sessions tailored to business team needs.
  Provide support and assistance for continuity of business operations.
  Perform other duties as assigned by the Branch Operations Manager.
  II. Behavioral Standards:
  
  Comply with all regulations and rules issued by regulatory authorities.
  Adhere to all company policies and procedures.
  Follow business operation processes established by the company or department.
  Maintain conduct aligned with national laws, company codes of ethics, professional integrity standards, and compliance requirements.
  Demonstrate honesty and integrity; do not submit false financial documents or information to the company.
  Exhibit strong risk awareness and a commitment to compliance.
  III. Team Management Responsibilities:
  
  Oversee talent pipeline development, selection, and growth within the assigned scope; effectively motivate and develop team members to foster a positive, collaborative team environment.
  Identify and nurture high-potential, high-performing employees.
  Guide subordinates in their career development.

Required Qualifications:

• Education / Skills / Experience:

  Bachelor’s degree or higher.
  Minimum 8 years of work experience, including at least 5 years in customer service roles within the insurance industry.
  Strong time management skills.
  Excellent teamwork and collaboration abilities.
  Ability to perform effectively under pressure.
  Proficient in computer operations.
  Demonstrated ability to develop, motivate, and manage subordinates effectively.
  Strong English reading and writing skills.
  Meet all job-specific performance criteria and KPIs established by the company for this role.
  Fulfill all responsibilities outlined in the job description.
  Core Competencies (listed in order of importance):

  Customer-service orientation
  Action-oriented mindset
  Attention to detail and quality
  Leadership and team collaboration
  Continuous improvement mindset
  Creative problem-solving
  Flexibility

Preferred Qualifications:

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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].

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