Policy Control Consultant

5 months ago

Waterloo, Canada Manulife Full time

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.

**Working Arrangement**

Hybrid

This role provides day-to-day technical knowledge support to staff in individual or group settings, including the first point of contact for assisting staff with difficult and complex cases. The role supports the supervisor in the achievement of department service standards, and quality goals and is expected to create and maintain strong internal and external relationships. The role provides overall support recommendations and collaboration with all processing locations to ensure consistency across Manulife Investments. This position is responsible for supporting Escalations, Process Improvements and changes from Compliance, Legislation, AML and FATCA.

**Key Accountabilities**:

- Leverage the experience of existing team members to provide training and development to new team members.
- Supports Supervisor in the day-to-day management of work volume ensuring SLAs consistently met
- Acts as SME to team members and provide technical support and guidance as required
- Supports other teams and business partners on various projects and initiatives impacting the operation
- Create an inspiring team environment of open and transparent communication and build a culture of trust and camaraderie between team members.
- Handling Complex, Legal and Escalated customer inquiries and providing problem resolution
- Coaching team members and assessing the quality of their work.
- Providing training design and co-ordination for delivery to Operations employees and Policy Control team members
- Risk monitoring of administration activity and assessing for compliance with regulatory and contractual requirements
- Identifying Risk and looking at Process Improvements
- Liaison with other departments within Manulife Financial (Legal, Operations, TREPS, Death claims, etc)
- Investigating complex legal/titles transactions, researching legislation and laws, assessing risk, and conferring with legal to find solutions
- Responding to escalated inquiries and problems from both internal and external customers, third-party representatives, and advisors
- Ensuring that the escalation is handled and if need be, processing the requests received
- Joining conference calls to support problem resolution
- Identifying and recommending process improvement opportunities for Policy Control workflows in Manulife Investments’ operation
- Execute analysis, planning, development, implementation, facilitation, and evaluation of all Policy Control training for the operation teams being trained in Waterloo, Montreal and Halifax
- Vetting Call logs to the staff and assigning queue work as required
- Supporting the Supervisor with daily huddles and queue management

**Requirement**:

- Post-secondary education
- 3+ years of progressive customer service skills
- Ability to express ideas and shares information clearly and concisely, articulate messages, modify approach, and build connections/trust
- Ability to influence others to take corrective actions on behalf of Manulife’s external customers; influences without formal authority; ability to handle and overcome objections and resistance
- Solution Focused
- Owns problems through to resolution; makes timely decisions, applies analytic/systematic reasoning to positively impact results, organizational performance, and the customer experience
- Adaptable and stimulates change to achieve the desired results
- Effective analytical and problem-solving skills to identify unusual or complex legal requests, interpret policy contracts and recommend and implement solutions
- Superior knowledge of administration requirements and compliance regulations
- Excellent knowledge of MI contracts including Manulife, Zurich, North American Life and Maritime
- Extensive knowledge & experience with all legal aspects relating to life insurance including the Insurance Act, Quebec Civil Code, POA legislation, Trust and Estate Act and all the pension legislations
- Excellent understanding of MI systems, policies, and procedures
- Excellent case assessment and risk management skills
- Ability to positively influence and communicate business decisions in collaboration with Legal, Compliance and Operations
- Strong attention to detail
- Organizational skills to be able to succeed in a multitasking environment
- Strong collaboration and team player
- Demonstrated professionalism and acts as a role model
- Overtime required during peak season
- Bilingual (French/English) - verbal and written communication (asset bu

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