Manager – Agency Customer Servicing Management

The Manager, Agency Customer Servicing Management leads the development and execution of strategic initiatives aimed at strengthening agent servicing of existing customers and improving customer lifecycle management. The role is accountable for identifying business opportunities, designing agent service standards, and delivering transformation programs that enhance customer experience, customer retention, and agency productivity. As a key driver of cross-functional change initiatives, the incumbent partners with stakeholders across Agency, Operations, Technology, Digital, Risk, Compliance, Customer Experience, and other business functions to implement sustainable solutions and service standards. The role provides strategic recommendations, governance, and decision support to senior management while ensuring effective execution and measurable business outcomes.

Position Responsibilities:

• POSITION RESPONSIBILITIES:

  1. Strategic initiative development and ownership

  Lead the identification, design, and implementation of strategic initiatives that enhance agent servicing effectiveness and strengthen agent engagement with existing customers. This includes evaluating business opportunities, developing business cases, defining operating models, establishing governance frameworks, and driving execution plans to achieve business objectives.

  2. Leadership of cross-functional transformation projects

  Manage end-to-end delivery of key strategic initiatives, including customer reassignment enhancement, Agent Service Standards implementation, and other customer servicing transformation programs. Lead cross-functional collaboration across Agency, Operations, Customer Experience, Digital, Technology, MIS, Risk, Compliance, and other stakeholders to ensure successful implementation and sustainable outcomes.

  3. Enterprise-wide change management and stakeholder engagement

  Drive organizational readiness, stakeholder alignment, communication plans, and adoption strategies to support new customer servicing frameworks, processes, and standards. Effectively influence business leaders and manage competing priorities across functions to deliver desired business outcomes.

  4. Strategic planning and decision support

  Develop recommendations, business cases, operating models, implementation roadmaps, performance analytics, and executive presentations to support strategic decision-making. Provide insights and recommendations to senior management on opportunities, risks, and improvement initiatives related to customer servicing and agent effectiveness.

  5. Governance, performance monitoring, and continuous improvement

  Establish and monitor key performance indicators, governance processes, and reporting frameworks to measure initiative effectiveness and customer servicing outcomes. Identify improvement opportunities and drive continuous enhancement of customer service capabilities and customer experience.

  6. Support key business priorities

  Play a critical role in initiatives aimed at improving customer experience, strengthening customer retention, increasing agent engagement with existing customers, and supporting long-term business growth objectives.

Required Qualifications:

• • Bachelor’s degree in business administration, finance, or a related discipline.

  • Minimum 5 years of relevant experience in strategy, project management, business transformation, consulting, or business planning.

  • Strong project management and business process design capabilities.

  • Strong analytical and problem-solving skills, with the ability to translate insights into actionable recommendations.

  • Proven ability to lead cross-functional initiatives and influence stakeholders without direct authority.

  • Strong communication, presentation, and executive stakeholder management skills.

  • Experience preparing business cases, implementation roadmaps, and senior management presentations.

  • Strong organizational skills with the ability to manage multiple priorities and deadlines.

Preferred Qualifications:

• • Good understanding of life insurance or banking operations, including customer servicing models, distribution management, customer lifecycle management, or agency operations.

  • Experience in customer experience, customer relationship management, servicing strategy, or business transformation initiatives.

  • Proficiency in data analysis tools such as Power BI, SQL, MS Access, or equivalent analytical platforms.

  • Experience working with digital transformation, workflow automation, or customer engagement solutions.

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].

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