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.

Job Description

The Annuity Services team provides quality services to our customers and advisors. These services include processing of financial and non-financial transactions and communicating with our customers and advisors.

A strong focus on customer service is reflected in our vision: to be an industry service leader by placing the customer at the centre of everything we do and exceeding expectations through the strength of our people and service.

This leader role will be accountable to manage and maintain staffing to meet applicable daily service levels and ensure resources are scheduled and allocated across functions / administrative systems and service levels. To ensure the team maintains core business & process knowledge through training and documentation. In addition, you will be accountable to provide clear sighted decision-making, escalation and service support to their team. To Collaborate, or assign suitable resources to collaborate, closely with internal business partners and act as necessary to support successful shared delivery of projects & continuous improvements.

Responsibilities

• Responsible for team quality, productivity, accuracy and risk management for Annuity products. The Manager is accountable to ensure the strong focus timely customer interactions.

• Responsible for providing leadership, staff development, proactive identification of training gaps, coaching, recruitment and ongoing performance management of the team.

• Responsible for ensuring the team reaches its objectives, such as the prescribed accuracy & productivity metrics. This is achieved by regular staff reviews, as well as analysis of trends and processes.

• Responsible for developing and encouraging a culture of continuous process improvement and increasing operational effectiveness within the team.

• With an acute customer focus, handle escalations brought forward by other business units or service associates.

• Collaborate effectively with other leaders and business partners as required to support projects and steady state change initiatives. To focus on supporting consistent and positive customer & staff experiences across such changes.
  

What we are looking for

• Education- Bachelor or Master’s degree

• Prior leadership experience involving retail investments operational / customer service teams

• Excellent communication skills and customer service orientation

• Proven investigative and problem-solving skills, with an ability to be resourceful in identifying issues and solutions

• Demonstrated ability to be flexible, exercise judgment and make clear sighted decisions in a changing environment

• Strong influencing, negotiating and conflict management skills

• Proven ability to develop staff & mentor any high potential team members in a fast-paced changing environment

• Proven ability to delegate & allocation resources effectively

• Innovative problem-solving skills, developing controls to provide good business solutions

• Demonstrated ability to develop and maintain excellent cross-department relationships to attain collaborative solutions

• Understanding of Annuities, Annuities systems and/or Business Unit controls an asset
  

What can we offer you?

• A competitive salary and benefits packages.

• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

• A focus on growing your career path with us.

• Flexible work policies and strong work-life balance.

• Professional development and leadership opportunities.
  

Our commitment to you

Values-first culture- We lead with our Values every day and bring them to life together.

Boundless opportunity- We create opportunities to learn and grow at every stage of your career.

Continuous innovation- We invite you to help redefine the future of financial services.

Delivering the promise of Diversity, Equity and Inclusion- We foster an inclusive workplace where everyone thrives.

Championing Corporate Citizenship- We build a business that benefits all stakeholders and has a positive social and environmental impact.

Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.

About John Hancock and Manulife

John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at manulife.com .

One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including life insurance , annuities , investments , 401(k) plans , and education savings plans . Additional information about John Hancock may be found at johnhancock.com .

Manulife is an Equal Opportunity Employer

At Manulife /John Hancock , we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour , ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process . All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies . To request a reasonable accommodation in the application process, contact recruitment@manulife.com .

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.