Head of Operations Distribution Service & Case Manager

The Head of Operations Distribution Service (ODS) & Case Manager is responsible for leading and overseeing the end to end delivery of Distribution Services across Call Email and Live Chat together with the Case Manager function. The role ensures consistent service performances effective management of complex and escalated cases strong operational governance quality productivity and workforce effectiveness.

The role drives operational excellence process simplification digitalization and continuous improvement while developing team capability and ensuring compliance with internal policies and regulatory requirements. Working closely with Distribution and cross functional operations team the role ensures seamless and timely support to ODS & CM and strengthens the overall service experience.

Position Responsibilities:

• Lead and oversee end-to-end Operations Distribution Service (ODS) across Call Email Live Chat and Case Manager ensuring consistent service delivery and operational excellence.
• Drive overall operational performance by managing service level quality productivity backlog aging turnaround time and workforce capacity across the functions.
• Provide governance and oversight for complex and high-impact cases ensuring effective cross-function coordination and timely resolution within established authority and service standards.
• Establish and strengthen operational governance including SOP quality standards risk and compliance controls and service performance frameworks.
• Drive continuous improvement and transformation through process simplification digitalization automation and technology enabled service enhancements.
• Build organizational capability and strengthen collaboration by developing ODS and Case Manager leaders and partnering with Distributions and other Operations functions to improve end-to-end Distribution experiences.

Required Qualifications:

• Bachelors degree in business Insurance Operations Management or related field
• Minimum 10 years in insurance operations or customer/distribution service or contact center.
• Minimum 5 years leading multi-channel service operations.
• Strong expertise in contact center operations digital servicing case management governance and continuous improvement.
• Excellent leadership stakeholder management and strategic execution skills.

Preferred Qualifications:

• Excellent communication andpresentation skills.
• Ability to manage multiple priorities and work cross-functionally.

When you join our team:

• Well empower you to learn and grow the career you want.
• Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team well 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 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 .