Supervisor, New Business Case Coordination
Supervisor, New Business Case Coordination
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Job Description
The Distributor Relations & Learning team is looking for a dynamic individual to act as a centralized point of contact for our New Business Case Coordination team.
Working in Relationship Management as a Case Coordination Supervisor this role will prepare coach and mentor the case coordinators for routine complex and escalated situations that focus on the how of doing business with Manulife.
With our distributors and advisors as the focus this role will take a professional approach to every interaction to ensure high quality exceptional customer service and support. This role will work with the Manager to find opportunities to improve our service quality and value proposition.
This role is a key contributor to the overall strategy for Advisor Experience in Insurance Operations.
Position Responsibilities:
Contribute to the success of Case coordinators through effective guidance support motivation and development while emphasizing effective communication within and beyond the team.
Create an environment of confidentiality and trust for handling sensitive employee and administrative unit information and cultivate strong relationships with these units.
Promote quality relationships within Operations and Insurance by supporting learning and building user confidence through problemsolving and training.
Deliver exceptional service with professionalism and empathy while identifying opportunities to improve operational processes and influencing decisions to enhance the customer experience.
Serve as the main point of contact for escalated files propose innovative ideas challenge cumbersome processes and support leadership in their absence.
Required Qualifications:
Postsecondary education with 5 years of experience in the insurance/finance sector
Minimum 2year experience in a training/support role
Minimum 2year mentor/leadership experience
Technical knowledge and capabilities
Strong leadership skills in coaching motivation development team building and mentorship
Preferred Qualifications:
Possess strong leadership skills to guide motivate and develop team spirit while acting as a subject matter expert to support new and developing team members.
Demonstrate a solid understanding of service objectives team performance metrics and relationship management value propositions while maintaining expertise in procedures and knowledge of systems tools and policies.
Excel in customer service with a commitment to exceeding expectations quickly identifying and resolving issues and communicating solutions clearly and confidently to all parties.
Maintain a professional attitude in problem management with the ability to multitask organize prioritize and adapt to change in a fastpaced environment.
Work effectively both independently and as part of a team analyze trends produce reports and leverage indepth knowledge of products policies sales networks and advisor relationships to manage expectations with confidence and patience.
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 wellbeing and inclusion are more than just words.
As part of our global team well support you in shaping the future you want to see.
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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 pregnancyrelated 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 .
Referenced Salary Location
Montreal QuebecWorking Arrangement
Salary range is expected to be between
$58275.00 CAD $97125.00 CADIf you are applying for this role outside of the primary location please contact for the salary range for your location. The actual salary will vary depending on local market conditions geography and relevant jobrelated 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 longterm 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 for more information about paid time off provisions.
Required Experience:
Manager
Employment Type
Full-Time
