Assistant Manager, Agency Services

This role focuses on supporting Corporate Business opportunities and enhancing sales servicing processes and quality through strategic performance analytics. The position plays a key role in improving sales experience driving back-office service performance and enabling crossfunctional operational coordination.

Key Responsibilities:

1. Corporate Business Support

• Lead the coordination for bidding preparation for Corporate Business opportunities by liaising with relevant functions to ensure timelines requirements and deliverables are met.

• Develop sales materials and proposals to strengthen value proposition and support the acquisition of new corporate clients.

• Support postbidding activities including policy issuance documentation and invoicing ensuring smooth handover and timely completion.

2. Operations Project Communications

• Develop communication strategies for Operations technical training programs ensuring stakeholders and salesforces receive clear guidance and learning materials that strengthen capability and adoption.

• Design and implement communication plans across key touchpoints in the policy servicing journeycovering new processes and process changesto ensure clarity consistency and alignment with Operations initiatives.

• Communicate key Operations updatessuch as underwriting new business issuance and customer service workflowsto salesforces and distribution partners in a clear timely and actionable manner.

• Produce clear accurate and userfriendly technical materials (documents guidelines process workflows) by translating complex operational requirements into simplified content that sales teams can easily understand and apply.

3. Quality Assurance & Process Improvement

Consolidate insights from various channels (Call Center BCS Fan-page Agency Facebook field feedback etc.) to identify patterns and improvement opportunities to enhance sales servicing performance.

• Support implementation of QA frameworks across touchpoints.

• Produce performance analyses and service quality reporting dashboards with actionable recommendations to reduce average TAT and enhance sales servicing performance.

• Conduct quarterly reviews of sales and customer inquiry trends to support process improvements across internal departments.

4. CrossFunctional Operations initiatives

• Support initiatives that help simplify technical operational and process-related information into clear user-friendly materials for distribution channels.

• Provide analytical insights and coordination support for service optimization resource planning and operational improvement while contributing to crossfunctional efforts to streamline sales servicing workflows and enhance overall customer and sales experience.

• Support ad-hoc strategic initiatives that require analysis content creation research or coordination across departments.

Required Qualifications:

• Bachelor Degree in business or related major

• At least 5 years in Life Insurance industry

• Excellent communication skills with the ability to simplify technical and operational information for sales and distribution audiences.

• Solid understanding of end-to-end sales servicing processes (consultation issuance underwriting operations inquiry channels postsales activities).

• Ability to translate data insights and customer/agent feedback into practical improvements for sales experience.

• Innovative mindset with strong problemsolving and criticalthinking capability.

• Ability to view interactions from the agent and customer perspective ensuring solution designs are usercentric.

• Proficiency in Word Excel PowerPoint; experience with data visualization or analytics tools is a plus.

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 .