Underwriting Operations Manager

3 weeks ago

Kitchener, Ontario, Canada Manulife Full time

We are a prominent financial services organization dedicated to simplifying decisions and enhancing the lives of our clients and team members globally. Our commitment to values drives our business, from environmental efforts to community engagement. We empower our colleagues to excel, as we believe that a healthy, respected, and challenged workforce is key to our collective success. Explore how you can advance your career, make a difference, and contribute to meaningful change with our esteemed team.


Work Arrangement


Hybrid

Position Overview

The Opportunity

Manulife's insurance division is a diverse and leading sector that encompasses a top-tier underwriting team. We are seeking a dynamic, enthusiastic, and customer-focused leader to join our management team, overseeing daily operations and enhancing performance through innovative transformation.

Reporting to the Managing Director of Underwriting, the Underwriting Operations Manager will focus on operational efficiency and support our strategic initiatives to deliver timely and cost-effective services.

Key Responsibilities

  • Oversee service delivery within the Underwriting department, ensuring adherence to established service level agreements while addressing escalated customer concerns and delivering value.
  • Take accountability for consistently achieving performance standards and targets.
  • Enhance team efficiency by recruiting and nurturing cohesive, motivated teams, assessing individual and team performance, addressing performance issues, conducting appraisals, and managing recognition and talent development.
  • Provide leadership and technical guidance for staff development, fostering a positive and productive workplace.
  • Establish and maintain robust internal and external relationships, including presentations to advisors and office visits as necessary.
  • Promote ongoing collaboration and partnerships.
  • Coordinate with various teams across locations to ensure quality and service excellence.
  • Continuously seek opportunities for improvement in our operations and customer service.

How Will You Make an Impact?

This role involves comprehensive management oversight and the development of a successful Underwriting team. Achieving this requires effective recruitment, retention, and staff development, alongside creating a positive work environment that encourages engagement, accountability, innovation, and pride in our operations and in Manulife.

To excel in this position, you must thrive in a fast-paced, dynamic environment and be committed to service excellence by building effective relationships across all organizational levels. As a representative of Manulife's brand, you will embody our values and understand our business strategy and mission.

The Underwriting team consists of 120 professionals handling Individual, Affinity, and Group business, supporting multiple distribution channels, including Advisor Services and Managing General Agencies. The team manages various product lines such as Life, Critical Illness, Disability, and Health and Dental. Our workforce is diverse, with team members in various locations, including remote workers. The Underwriting team is responsible for risk assessment, experience analysis, and trend projection.

What Drives You?

  • You are passionate about customer satisfaction, actively listening and responding to their needs.
  • You think creatively and seek innovative solutions to achieve business outcomes.
  • You enjoy collaborating within teams to accomplish shared goals.
  • You take initiative and develop solutions focused on key priorities.
  • You uphold integrity, doing what is right and advocating for transparency.
  • You contribute to building a diverse and inclusive workplace.

What We Seek

  • Bilingualism is required for candidates in Québec (French/English) to effectively support clients from various jurisdictions.
  • Proven leadership abilities with a focus on staff development and team engagement.
  • Strong understanding of insurance products and industry knowledge, particularly in underwriting.
  • Exceptional relationship-building skills with internal and external partners.
  • Resilience and adaptability in high-pressure environments.
  • Excellent verbal and written communication skills.
  • Strong negotiation, influencing, problem-solving, and decision-making capabilities.
  • Ability to collaborate effectively with a remote and geographically diverse team.
  • Willingness to engage in problem-solving with key stakeholders.
  • Results-oriented mindset with a strong operational focus.
  • Presentation skills and a commitment to professional development.

What We Offer

  • Competitive salary and comprehensive benefits packages.
  • Opportunities for career growth and skill development.
  • A focus on advancing your career path with us.
  • Flexible work policies promoting work-life balance.
  • Professional development and leadership training opportunities.

Our Commitment to You

  • Values-driven culture: We prioritize our values in every aspect of our work.
  • Endless opportunities: We foster an environment for learning and growth at every career stage.
  • Continuous innovation: We invite you to help shape the future of financial services.
  • Commitment to Diversity, Equity, and Inclusion: We create an inclusive workplace where everyone can thrive.
  • Corporate Citizenship: We aim to build a business that positively impacts all stakeholders.

About Manulife

Manulife Financial Corporation is a leading international financial services group dedicated to making decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife in Asia, Canada, and Europe, and as John Hancock in the United States. We provide financial advice, insurance, and wealth management solutions for individuals, groups, and institutions. At the end of 2022, we employed over 40,000 individuals and served more than 34 million customers.

Manulife is an Equal Opportunity Employer

We embrace diversity and strive to attract, develop, and retain a workforce that reflects the diversity of our customers. We are committed to fair recruitment and retention practices without discrimination based on any protected characteristics.


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