Operations Supervisor

We’re looking for an Operations Supervisor to join our Insurance Operations team at MBPS. In this role, you will promote a professional and service-oriented work environment by monitoring employee performance and taking the necessary actions to motivate when required and determine short- and long-term goals and objectives to meet business operations expectations.

Position Responsibilities:

Individual Responsibilities:

• Provide direction to onshore or offshore associates

• Effectively communicate the status of our Service Levels daily

• Liaison with other departments for unit reporting and metrics

• Provide feedback for corrective measures in response to internal and external audits

• Maintain and enhance inter-department relationships with collaborative efforts

• Set and enforces clear expectations for job performance on quality and productivity, and associate behavior

• Conduct regular team meetings to review processing issues, educate staff on upcoming initiatives, clarify department performance expectations, and support a team-based approach to the work of the department

• Demonstrate sound judgment when coaching associates through situations or taking over escalated issues. Provide front-line management presence through constant interaction with associates. Identify service issues, trends, performance concerns, training needs, and system challenges. Provide timely feedback to management and affected individuals and units

• Monitor and manage daily workflow

• Support and participates in corporate initiatives such as disaster recovery testing, and awards and recognition programs

• Support all employee engagement activities

• Assist in department risk initiatives to maintain focus on risk mitigation

• Can act as a project lead on large scale administrative projects

• Other duties as assigned

Shared Responsibilities:

• Ensure that department functions and procedures are adhered to. Initiates and participates in procedural changes as needed.

• Maintain a comprehensive, current knowledge of the legal and policy guidelines of the department

• Ability to manage data and business analytics (including but not limited to metrics and ad hoc reporting)

Required Qualifications:

• Prior experience in a supervisory or exemplary performance as a tenured associate

• BA/BS or some post-secondary education

Preferred Qualifications:

• Leverage skills, experience, and networks to develop staff to meet aggressive performance and professionalism benchmarks

• Disciplined and able to carry out assigned responsibilities with minimal supervision

• Possess a global perspective on the business and impacts to other business units

• Propensity to understand and mitigate risk. Identify needs for controls

• Collaborates effectively and accountably with stakeholders when making exceptions, including Compliance, other departments and individuals who are potentially impacted.

• Proven writing skills and ability to provide feedback, written and verbal

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll 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 https://www.manulife.com/en/about/our-story.html.

Manulife 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 hr@manulife.com.