Supervisor, Operations

3 days ago

Halifax, Canada Manulife Full time

The MWISI Operations team is seeking a dynamic individual to serve as a centralized point of contact for our Insurance Case Coordination team and SegFund Coordinator. Reporting to the Director of Insurance Operations and Service, the Supervisor will be responsible for coaching and mentoring SegFund and Case Coordinators, as well as managing escalated situations. This role provides a critical link between our MWISI Advisors and the Coordination teams, ensuring seamless operation and exceptional service delivery.

**Position Responsibilities**:

- Effectively communicate the status of our Service Levels daily
- Provide feedback for corrective measures in response to internal and external audits
- Maintain and enhance inter-department relationships with collaborative efforts
- Set and enforces clear expectations for job performance on quality and productivity, and associate behavior
- Conduct regular team meetings to review processing issues, educate staff on upcoming initiatives, clarify department performance expectations, and support a team-based approach to the work of the department
- Monitor and manage daily workflow
- Support all employee engagement activities
- Assist in department risk initiatives to maintain focus on risk mitigation
- Can act as a project lead on large scale administrative projects
- Lead and mentor the SegFund Coordinator and Case Coordination team to ensure high performance and adherence to service standards.
- Act as a central point of contact for coordinators, providing guidance, support, and motivation.
- Facilitate effective communication within the team and with MWISI Advisors to ensure alignment and understanding.
- Handle escalated cases and work collaboratively to resolve complex issues.
- Collaborate with the Director of Insurance Operations to identify and implement opportunities for improving service quality and enhancing our value proposition.
- Foster a positive team environment that encourages professional growth, learning, and development.
- Other duties as assigned

**Preferred Qualifications**:

- Prior experience in a supervisory or exemplary performance as a tenured associate
- BA/BS or some post-secondary education
- Leverage skills, experience, and networks to develop staff to meet aggressive performance and professionalism benchmarks
- Disciplined and able to carry out assigned responsibilities with mínimal supervision
- Possess a global perspective on the business and impacts to other business units
- Propensity to understand and mitigate risk. Identify needs for controls
- Collaborates effectively and accountably with stakeholders when making exceptions, including Compliance, other departments and individuals who are potentially impacted.
- Proven writing skills and ability to provide feedback, written and verbal

**_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 is an Equal Opportunity Employer**

**Referenced Salary Location**

Halifax, Nova Scotia

**Working Arrangement**

Hybrid

**Salary range is expected to be between**

$55,050.00 CAD - $91,750.00 CAD

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

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