Position Responsibilities:
- Lead and develop a team of Triage Analysts and Solutions Coordinators responsible for escalation intake, prioritization, governance, and resolution across GA, OA, and MPS products.
- Oversee the end-to-end escalation management process, ensuring timely resolution, adherence to service level commitments, and consistent communication with stakeholders and business partners.
- Partner with operational leaders, Relationship Management, Member Processing, Sponsor Services, Compliance, and other business units to coordinate the resolution of complex client issues.
- Monitor performance metrics, identify trends and root causes, and implement process improvements that reduce escalations, improve turnaround times, and enhance the client experience.
- Drive accountability, resource planning, governance, reporting, and continuous improvement initiatives while supporting the ongoing evolution of the Client Solutions Centre of Excellence.
Required Qualifications:
- 5+ years of leadership experience in retirement operations, client services, escalation management, or a related financial services environment.
- 3+ years of experience leading teams responsible for complex case management, issue resolution, or operational service delivery.
- Strong knowledge of retirement products, operational processes, and client servicing within GA, OA, MPS, or similar retirement/pension environments.
- Demonstrated experience using operational reporting, dashboards, and case management systems to manage performance and drive results.
- Post-secondary degree in Business, Finance, Commerce, or a related field, or equivalent work experience.
Preferred Qualifications:
- Experience leading cross-functional teams in a Centre of Excellence or shared services environment.
- Proven track record of driving operational improvements, process optimization, and root cause reduction initiatives.
- Strong stakeholder management skills with experience partnering with senior leaders and influencing outcomes across multiple business areas.
- Experience managing complex escalations involving multiple operational teams, vendors, or external partners.
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.
The role being advertised is an existing vacancy.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.
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 [email protected].
Referenced Salary Location
Toronto, OntarioWorking Arrangement
Salary range is expected to be between
$92,900.00 CAD - $142,900.00 CADEmployees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location.
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 [email protected] for more information about U.S.-specific paid time off provisions.
We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.
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