Day-to-day management of one or more customer support / operations teams. Work on and lead departmental and enterprise-level initiatives and projects.
Position Responsibilities:
Individual Responsibilities: 50% Management
Ensure compliance with company procedures and industry regulations
Day to day management of customer support/operations teams
Develop business metrics to focus staff efforts and measure business results
Evaluate workflow process for improvement opportunities
Provide management support for escalated issues
Support change management
Represent team while interfacing with other business units and/or vendors
Oversight of vendor interaction
Ownership of business continuity process
Coach team through training, skills development, objective setting, and performance measurement
Ensure timely completion/accuracy of all teams' responsibilities Understand metrics and formulate strategy through business needs and forecasting
Build and maintain positive relationships with all key business partners
Effectively communicate in all directions and levels in the organization with appropriate frequency and speed, know the language of the businesses and express ideas and values with clarity
Understand gaps in business processes and formulate business cases for improvements
Proactively drive improvements and synergies across teams
Conduct regular team meetings
Work on strategic initiatives to drive expense reduction and streamlined processes
Leadership, 25%:
Develop employees and foster a positive working environment
Promote and foster a customer-centric environment through coaching of staff
Mentoring associates and future leaders
Promote associate engagement
Other duties as assigned
Shared Responsibilities: 25% Project Participation
Lead department and enterprise-level projects and initiatives
Participate in projects as needed
Provide project resources as needed
Required Qualifications:
Bachelor's Degree preferably in a business-related field
1-3 years management experience
5-7 years industry experience
Demonstrated passion for providing client-centric solutions Demonstrated leadership ability
Demonstrated ability to prioritize and manage time effectively in a multi-tasking environment
Demonstrated ability to work independently
Ability to manage and implement complex projects
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 recruitment@manulife.com .
Referenced Salary Location
USA, Massachusetts - Full Time Remote
Working Arrangement
Remote
Salary range is expected to be between
$90,225.00 USD - $162,405.00 USD
If you are applying for this role outside of the primary location, please contact recruitment@manulife.com 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/John Hancock 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/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.
Know Your Rights (http://dol.gov/agencies/ofccp/posters?utm\medium=email&utm\source=govdelivery) I Family & Medical Leave (https://www.dol.gov/agencies/whd/fmla/posters) I Employee Polygraph Protection (https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf) I Right to Work (https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf) I E-Verify (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify\Participation\Poster_ES.pdf)
Company: John Hancock Life Insurance Company (U.S.A.)
