Supervisor, Operations

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 minimal 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 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

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact [email protected] 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 [email protected] for more information about U.S.-specific paid time off provisions.