Manager Insurance Operations

4 weeks ago


Waterloo, Canada Manulife Full time

**_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you. _**

**Working Arrangement**

Hybrid

**The opportunity**

As the original business unit at Manulife, Individual Insurance has a history of protecting Canadians for more than 130 years. We have been actively leading the modernization of insurance in Canada across the most comprehensive product shelf in the industry with life, health & dental, travel insurance and living benefit portfolios, and we are deeply committed to Manulife’s bold transformation into a digital, customer-centric market leader.

Our Inforce Operations department has an opening for a Manager, reporting to the Director of Insurance Operations. In this role, you will provide leadership and direction to approximately 20+ staff, while ensuring the achievement of department service, quality, and productivity goals through coaching, monitoring and feedback.

**Responsibilities**:

- Responsible to manage the coordination of work between Canada and our remote Philippines Business Processing Office, ensuring that quality and service meets or exceeds our current service standards
- Maintain a high level of staff performance by acquiring, training, developing, coaching and motivating staff members.
- Reward and recognize staff through skill reinforcing and skill building feedback.
- Manage service effectively to ensure high quality, customer service and timely delivery.
- Provide input to management with respect to organizational structure, staffing requirements and budgeting considerations.
- Identify, manage and participate in projects as required.
- Identify streamlining opportunities and ensure continuous improvement.
- Advocate and manage change.

**Qualifications**:

- Bilingual (French, English)
- Previous supervisory/leadership experience is required
- Comprehensive understanding of Individual Insurance products and services, would be an asset
- Strong negotiating and problem resolution skills, demonstrated ability to deal with conflict and client issues.
- Ability to react swiftly to fluctuating work volumes and tight deadlines.
- Superior written and verbal communication skills
- Exceptional people management, coaching and motivating skills;
- Strong analytical and organizational skills;
- Demonstrated superior customer service skills;
- Adaptable and open to change - and able to manage a team through change;

**About John Hancock and Manulife**

**Manulife is an Equal Opportunity Employer**

**Salary & Benefits**

The annual base salary for this role in the primary location of Waterloo, Ontario is expected to be between $77,250.00 CAD - $139,050.00 CAD.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short



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