Manager, Case Coordination

2 months ago

Halifax, Canada Manulife Full time

The Distributor Relations & Learning team is looking for a dynamic individual to act as a centralized point of contact for our New Business Case Coordination team.

Working in Relationship Management as a Case Coordination Manager, this role will prepare, coach, and mentor the case coordinators for routine, complex, and escalated situations that focus on the ‘how’ of doing business with Manulife.

With our distributors and advisors as the focus, this role will take a professional approach to every interaction, to ensure high quality, exceptional customer service and support. This role will work with the Director to find opportunities to improve our service quality and value proposition.

**Responsibilities**
- Contribute to the success of our Case Coordinators through effective coaching, support, motivation, and development in their role
- Showcase your effective communication skills within and outside of the immediate team
- Create an environment of confidentiality and trust in dealing with sensitive employee and business unit information
- Promote and influence the importance of relationships and quality work within insurance operation
- Promote learning and build user confidence through problem-solving, and education while building and maintaining strong relationships with our distribution and advisor networks
- Consistently provide exceptional service to customers and non-customers by demonstrating the highest level of professionalism, and empathy through active listening
- Support, develop and maintain strong collaboration with business units
- Identify opportunities to improve operational processes/practices and influence decisions by making recommendations for profiling business unit leaders to drive change in the organization and enhance the customer experience
- Use sound judgment and risk assessment when recommending exceptions outside of general practices
- Demonstrate out-of-the-box thinking, challenge cumbersome processes, and be a promoter of change to improve customer experience
- Main point of contact for escalations
- Provide backup to leaders in their absence

**Job Requirements**:

- Ensure all distributor interactions are managed immediately with professionalism, sensitivity, courtesy, and accuracy, and within Manulife terms and policies by the appropriate teams.
- Work with autonomy and demonstrate ownership to assess risk regarding complex issues and provide recommendations
- Analyze complex situations and investigate using expert problem-solving skills to find appropriate and effective resolutions, including engaging other internal teams when necessary
- Identify and report systemic issues and root causes contributing to knowledge gaps and work with internal business partners to find solutions
- Use sound judgement and risk assessment when triaging calls
- Express the voice of the users and share data and insights to deliver proactive improvement recommendations to their learning experience
- Influence decisions by making recommendations and drive change in the organization to fix or improve tools/processes that will enhance the distributor and customer experience
- Organize, prioritize, and commit to aggressive deadlines, often working outside of normal working hours
- “Think Big” and demonstrate “outside the box” thinking to challenge cumbersome processes and opportunities for enhanced training
- Stay current with changes in tools and technology across insurance
- Stay current with company policies, share information and knowledge with other team members, and participate in team meetings, discussions, and other activities required to support the team and improve the quality and reputation of our operation
- Develop and maintain strong collaboration with all stakeholders; Learning & Development, Inforce Case Coordination, Underwriting, Insurance Sales team, and KMC.
- Work with our Value Streams to ensure we are supporting growth and adoption, while building user confidence

**How will you create impact?**

This role is a key contributor to the overall strategy for Advisor Experience in Insurance Operations.

**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**
- Post-secondary education with 5 + years of experience in the insurance/finance sector
- Minimum 2-year experience in a training/support role
- Minimum 2-year mentor/leadership experience
- Technical knowledge and capabilities
- Strong leadership skills in coaching, motivation, development, team building and mentorship
- Solid understanding of department goal

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