We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Hybrid

Job Description

Responsibilities

• Reviews and/or processes received transactions accurately and in a timely manner.

• Provide excellent service to internal and external clients, whether emails, phone calls or correspondence. Respond to inquiries received from internal and external clients, after appropriate research and analysis. To do this, find the best way to solve the problem and accurately process the necessary operations.

• Collaborates with teams located in various offices to achieve dynamic volumes and meet service standards.

• Demonstrates a positive attitude in finding solutions to problems.

• Contribute to the optimization of service efficiency by suggesting process improvements.

• Collaborates effectively with the other departments within Policy Services

How will you create impact?

You are able to build and maintain positive relationships with internal and ex‐ternal customers. You are motivated to ‘Think Big’ and to express your ideas. You can manage high volumes of cases with aggressive turnaround times and service level agreements, by balancing new and existing cases and shifting priorities. You are solution focused with the ability to demonstrate the ability to make sounds decisions, apply analytic/systemic reasoning to positively impact results and the customer experience.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.

• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.

• You thrive in teams and enjoy getting things done together.

• You take ownership and build solutions, focusing on what matters.

• You do what is right, work with integrity and speak up.

• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

Competencies:

• Consistently meet or exceed productivity, quality and service standard objectives.

• Multi-task and prioritize on a daily basis to maintain workload and to address urgent/rush cases.

• The versatility to do many different types of work within the business area.

• Consistent demonstration of flexibility and adaptability in a rapidly changing environment.

• Confidently communicate (written or phone) with internal, external clients, sponsors, agents and brokers in a courteous and professional manner

• Routinely demonstrate ownership and accountability of all re‐quests in a proactive rather than reactive manner.

What we are looking for

• Bilingualism (French and English) is an asset

• College diploma or relevant work experience

• Ability to work independently, with minimal direct supervision

• Demonstrated decision-making skills

• Entrepreneurship, initiative and attention to detail

• Strong interpersonal skills and verbal and written communication skills

• Ability to work in a fast-paced environment

• Ability to respond positively and constructively to challenges and opportunities

• Organizational skills and ability to multitask

• Excellent customer service skills

• Resilience and sense of adaptation

• Solid problem solving and decision-making skills

• Self-starter with excellent initiative and attention to detail

• Successful experience in working in a fast-paced environment

• Consistently responds to challenges and opportunities in a positive and productive manner

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 partners and has a positive social and environmental impact.

About Manulife and 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 Asia, Canada, 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 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). 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

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 .