Operations Experience Associate

The Operations Experience Associate (OEA) is a dedicated frontline relationshipenabled service role under Partnership Operations Management within COEx. It is designed to support high net worth (HNW) clients served through select Partnership Distribution banks where service expectations are elevated and precision responsiveness and relationship credibility are critical.

Position Responsibilities:

• Serve as the primary operational point of contact for assigned partnership banks fostering trust reliability and continuity of support.
• Manage post sales and servicing requests with clear ownership ensuring client and partner concerns are fully understood and accurately translated into action.
• Track service requests against agreed SLAs proactively following up to prevent delays and managing expectations when dependencies arise.
• Maintain clear accurate and professional service records to support transparency and continuity.
• Identify recurring service issues or partner pain points and elevate them with contextual insights to the OXP or Relationship Management Head.
• Communicate operational updates process changes and servicing guidelines clearly and consistently to partner bank contacts.
• Act as a clarifying resource for standard procedures escalation channels and service expectations.
• Gather and synthesize feedback from partner stakeholders regarding service experience responsiveness and process usability.
• Escalate observations and partner insights to support service calibration and continuous improvement
• Apply heightened attention to customer concerns recognizing sensitivity urgency and reputational impact.
• Ensure facilitation of requests aligns with regulatory requirements business rules and data privacy standards.
• Identify potential risks documentation gaps or nonstandard servicing scenarios and escalate promptly.
• Support quality checks to ensure completeness correctness and audit readiness of handled cases
• Receive and triage service issues raised by partner banks applying judgment to assess urgency and potential impact.
• Prepare concise accurate case summaries to support efficient resolution by internal teams.
• Coordinate closely with operations product finance and specialist teams to remove roadblocks and advance case movement.
• Provide timely and professional updates to partner stakeholders reinforcing confidence through clarity and followthrough.
• Ensure proper closure documentation and communication of resolved cases.

Required Qualifications:

• College graduate preferably with a business finance insurance or customer servicerelated degree

• 12 years of experience in operations customer service relationship management or support roles; banking insurance or financial services exposure is an advantage

• Demonstrated ability to build professional working relationships maintain stakeholder trust and manage interactions with discretion and confidence particularly in hightouch environments

• Strong ability to listen interpret and respond appropriately to customer and partner concerns with precision and empathy suited for HNW clientele

• Exhibits accountability for requests from receipt through resolution ensuring followthrough and closure

• Clear structured and professional written and verbal communication with internal teams and external partners

• Strong attention to detail effective tracking and ability to manage multiple service requests simultaneously

• Basic understanding of compliance documentation standards and quality expectations in regulated environments

• Willingness and capacity to learn complex servicing requirements and progressively assume more advanced responsibilities aligned with OXP roles

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 .