Supervisor, GB Operations

The Group Benefits Operations team is currently seeking a Supervisor to join their team. The successful candidate will be a highly motivated influential and passionate professional committed to building strong relationships while driving initiatives in a fastpaced and constantly evolving environment.

The Group Benefits Member Operations Supervisor will lead a team that provides administrative support to our group benefits clients coordinating efforts to deliver worldclass administration and customer service. Our clients rely on us to manage their group benefits programs and you will be part of a team that delivers outstanding results to both our clients and members. The Supervisor is responsible for providing leadership guidance and mentorship to the team while fostering a positive work environment. The successful candidate will ensure the departments service and quality goals and commitments are met through coaching monitoring and providing feedback to the addition you will be expected to build and maintain strong relationships with internal and external stakeholders to meet or exceed service level commitments and identify opportunities to enhance the quality of service provided to our client base.

If you enjoy working in a fastpaced environment where every day brings something new and innovative ideas are encouraged you may be the candidate were looking for!

Position Responsibilities:

• Manage the daytoday operations of the Group Benefits Member Operations team including resource management coaching and motivating staff through regular feedback recognition and identifying development opportunities.

• Act as a point of contact for escalated inquiries from both internal and external clients.

• Identify client needs issues and perceptions and develop action plans to ensure a positive client and member experience.

• Coordinate operational functions such as planning processes and quality controls across multiple global teams.

• Seek out new opportunities and participate directly in continuous improvement initiatives.

• Identify opportunities to improve service reduce costs and enhance employee experience and create action plans to address them.

• Support PMAs financial efficiency through effective productivity management and other expensecontrol mechanisms.

Required Qualifications:

• Support PMAs financial efficiency through effective productivity management and other expensecontrol mechanisms.

Preferred Qualifications:

• An approachable leader who upholds strong values and consistently acts with integrity.

• Proven experience supporting servicelevel agreements across various intervals (intraday daily weekly and monthly).

• Indepth knowledge of group benefits is considered an asset.

• Ability to deliver an exceptional client experience by understanding and meeting their needs prioritizing customer satisfaction and treating internal clients fairly.

• Ability to move forward even without all the answers demonstrating resourcefulness and comfort in solutionfinding.

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.

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The role being advertised is an existing vacancy.

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

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location please contact for the salary range for your location.

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.

We use data and analytics technologies such as artificial intelligence (AI) and automated processing tools to analyze and process the information you provide to us or third parties in the application process. For more information please refer to our personal information collection statement.