Manager – Member Processing

Join our dynamic team as a Manager, Member Processing and lead the charge in supporting our Member Processing team within Canadian Retirement!

In this role you’ll deliver unparalleled quality and service to our clients while continuously improving our processes and capabilities. This is a unique opportunity to leverage your leadership and analytical skills to make a tangible impact, while growing your career in a supportive and forward-thinking environment. 

Position Responsibilities:

• Monitor and review service quality, identify service improvement opportunities, and implement process/procedural enhancements.
• Provide coaching and support to team members to enhance skills and knowledge, with the goal of achieving the highest standard of processing.
• Provide support to resolve customers’ complaints with a focus on swift resolution and root cause analysis targeted at continuous improvement
• Seek opportunities to analyze existing processes, identifying inefficiencies and designing innovative solutions that enhance productivity and quality – focus on utilization of data & metrics to make data driven decisions to improve expertise, efficiency, and quality.
• Collaborate with cross-functional teams to align process changes with strategic business goals, ensuring clear accountabilities and seamless implementation.
• Develop and maintain metrics and KPIs to monitor the success of improvement initiatives and communicate findings to stakeholders.

Required Qualifications:

• Bachelor’s degree.
• Strong analytical, research, problem solving, decision-making and conflict resolution skills.
• Strong interpersonal skills with proven ability to influence and negotiate with colleagues and business partners.
• Excellent organization and prioritization skills, as well as time management skills to be able to multitask in a high volume, rapidly changing work environment.
• Self-directed learner, with a desire to leverage new technology and applications such as Power Platforms/BI and Gen AI to shape the future of Member Processing.

Preferred Qualifications:

• Solid understanding of Canadian Retirement business.
• Experience in leading and managing cross-functional projects in a dynamic environment.
• Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

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

Toronto, OntarioHybrid

Salary range is expected to be between

$86,250.00 CAD - $155,250.00 CAD

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.