Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.
John Hancock's Insurance division focuses on affluent and emerging affluent individuals by providing insurance, estate and business planning solutions through an array of innovative insurance products. Our success in this market is a testament to our focus on distribution relationships and the value we bring to those relationships through our broad product portfolio, superior underwriting expertise, valued sales experts and support that are second to none.
Currently, Life Operations is seeking a Manager of Case Management with demonstrated leadership and management skills whose primary focus is to provide leadership, motivation and support to the team to ensure established objectives in service, quality and efficiency are met.
Build and supervise a team of 20 case managers, managing the day to day operations of the team
Coach, mentor, and build team and provide development opportunities for individual team members
Ensure established objectives/targets in service and quality standards are met, and refine objectives/targets for future state operations
Use existing metrics and reporting to manage pipelines and production, while identifying opportunities for additional/enhanced metrics
Motivate and support staff in a changing environment
Conduct quarterly performance appraisals, provide developmental feedback and recommend advancement of employees
Utilize strong written and oral communication skills to manage and help resolve escalations and customer challenges
Keep abreast of changes in company products, services and procedures
Identify opportunities for efficiency and productivity improvement while focusing on the overall customer experience
Establish strong relationships and partnerships with internal and external customers
Demonstrated comfort with influencing, negotiating from a position of strength, and being able to build rapport to garner support for ideas
Support financial management of the department
Bachelor's degree or equivalent work experience
7+ years' previous leadership experience in a customer service environment
5 years of experience in the insurance industry
Knowledge of Life products/processes
Excellent product/industry knowledge
Strong people management skills, including development and performance management
Excellent communication skills
Excellent organizational, planning and priority management skills
Proven expertise leading in a changing environment
Proven leadership skills in developing, motivating and supporting a customer-focused team
Previous supervisory or team lead experience would be preferred
If you are ready to unleash your potential it’s time to start your career with Manulife/John Hancock.
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2019, we had more than 35,000 employees, over 98,000 agents, and thousands of distribution partners, serving almost 30 million customers. As of December 31, 2019, we had $1.2 trillion (US$0.9 trillion) in assets under management and administration, and in the previous 12 months we made $29.7 billion in payments to our customers.
Our principal operations are in Asia, Canada and the United States where we have served customers for more than 100 years. We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.
Manulife is an equal opportunity employer. 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 and advancement and we administer all of our practices and programs based on qualification and performance and without discrimination on any protected ground.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request any accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.