Corporate Account Team Lead, Manager

The Corporate Accounts Team Lead Manager Intake Team leads the Intake Team within the Group Accounts Management function ensuring the timely and efficient handling of all incoming service requests inquiries and concerns from corporate clients. The role is accountable for managing team performance service responsiveness and end-to-end coordination with downstream teams such as New Business Fulfillment and Billing & Collections. The Team Lead is expected to maintain a zero-backlog target monitor service level agreements (SLAs) and turnaround times (TATs) and drive service excellence by implementing effective processes and stakeholder engagement. This role is critical in ensuring a responsive and client-centric service experience for all group policyholders.

Position Responsibilities:

• Oversee the day-to-day operations of the Intake Team ensuring that all incoming client emails and requests are acknowledged categorized logged and properly endorsed within agreed timelines.
• Monitor the teams performance against key metrics including email response time TAT compliance and resolution efficiency.
• Implement and maintain a zero-email backlog policy by ensuring daily monitoring and workflow discipline.
• Conduct regular alignment with internal departments (New Business Fulfillment Billing and Collections and Account Management teams) to streamline hand-offs and improve resolution turnaround.
• Handle and resolve escalated client issues ensuring appropriate follow-through and communication.
• Provide coaching training and performance reviews for Intake Specialists to support continuous improvement and professional development.
• Develop and maintain dashboards reports and trackers that monitor team workload SLA adherence and issue resolution trends.
• Identify and implement process improvements to enhance client experience reduce hand-offs and drive operational efficiency.
• Ensure accurate documentation and audit trail of all client requests and transactions for compliance and quality assurance.

Individual Accountabilities:

• Team Leadership and Service Oversight: Lead manage and support the Intake Team in achieving daily operational goals and delivering a positive client experience.
• Email and Request Management: Ensure all requests are acknowledged and endorsed in a timely and accurate manner with clear accountability tracking.
• SLA and TAT Monitoring: Maintain oversight of all open requests and drive on-time delivery through proactive follow-ups and issue resolution.
• Escalation Handling: Personally manage high-impact or sensitive client concerns and ensure resolution through appropriate channels.
• Operational Reporting: Prepare and analyze service reports to inform management decisions and process refinements

Key Shared Accountabilities:

• With New Business Fulfillment and Billing & Collections Teams: Ensure proper hand-off status monitoring and timely follow-up of client requests.
• With Renewal Managers/Officers: Share updates on critical client concerns and collaborate on end-to-end service resolution.
• With Quality Assurance and Compliance Teams: Align on documentation requirements audit findings and adherence to service policies and procedures.
• With IT/Systems Support Teams: Coordinate enhancements to intake and tracking systems email platforms or workflow tools that support operational efficiency.
• Maintain strong relationships with direct clients brokers bancassurance and agency channels to uphold service excellence.

Required Qualifications:

• College graduate of any 4year course
• Requires 3-5 years of Group Accounts Management and/or Operations experience; 3 of which is being a manager on the said functions.
• Excellent customer service orientation
• Proficiency in MS Office notably MS Excel

Preferred Qualifications:

• Preferably with Basic LOMA course taken and passed
• Continuous Improvement Orientation
• Strong analytical skills
• Excellent communication and interpersonal skills
• Strategic Thinking and Process Innovation
• Conflict Resolution and Escalation Management
• Operational Discipline and Accountability
• Leadership and Team Empowerment

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 .