Manager, Member Processing
Manager, Member Processing
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Job Description
Join our dynamic team as a Manger Member Processing and lead the charge in supporting our Member Processing team within Canadian Retirement!
In this role youll 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:
- Bachelors 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 Qubec proficiency in both languages will be required to support clients from various provinces outside of Quebec.
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 .
Referenced Salary Location
Toronto OntarioWorking Arrangement
Salary range is expected to be between
$69750.00 CAD - $116250.00 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 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 for more information about U.S.-specific paid time off provisions.
Required Experience:
Manager
Employment Type
Full-Time
