Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you.

Working Arrangement Hybrid

Job Description

The Opportunity

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Operations Managers with the resources to solve critical problems for the future of our business, which is why we need you.

This role reports directly to the Operations Director and interacts with business unit partners with the responsibilities of ensuring organizational efficiencies and effectiveness by providing leadership to the operations, developing and implementing operational short- and long-term strategies, and creating organizational projects and initiatives in collaboration with other functional leads and/or business unit partners, and managing HR-related needs.


Operations Management:

Responsible in effectively and efficiently managing the day-to-day operations

Ensure service levels are met or exceeded and are reported visibly-often, communicate foreseen/ on-going issues affecting service level, create action plan to mitigate risks.

Determine logistics requirements

Formulate suggestions on how to efficiently utilize organization’s resources

Manage situations that have escalated beyond Team Lead’s directives, reviewing original transaction/timelines and action with response and corrections as necessary

People and Career Management:

Determine staffing requirements

Manage leader’s performance review, deliver on-going feedback and deal with employee issues

Evaluate teams’ performance and make recommendations for pay increases, promotions, consequence management, and other personnel actions

Identify and define training and development needs of the team members, new and tenured leaders or when personal improvements are necessary and develop strategic approach to act on identified needs

Risk Management:

Ensure organizational policies and standard procedures to mitigate and avoid operational risks are strictly followed

Monitor adherence to rules, regulations, and procedures. Ensure that the necessary administrative and legal formalities have been completed

Stakeholders Management:

Liaise with business unit on operations update, process improvement planning, and communication planning for new implementation

Support Management:

Monitor, manage and maximize the output of various support services such as Admin, IT, HR, etc.

Strategic Input and Support:

Research, resolve and implement service solutions that address a rapidly changing work/business environment, operating efficiencies, and cost reduction measures i.e., new products, new systems and constantly moving targets

Participate in and contribute to multiple projects simultaneously, including implementation of same

Work closely with other functional leads to improve processes and policies in support of organizational goals

Such other duties and functions as assigned by Operations Management


Graduate of a Bachelor’s Degree

Must be a team leader for at least 5 years and has proven operational excellence in his/her teams

At least 5 years of experience in underwriting

FLMI and ALU designations a plus

Excellent knowledge in risk assessment, and market trends and practices

Thrive in a fast-paced environment and can efficiently prioritize and manage multiple tasks and responsibilities

As a developer of people, proven leadership skills in coaching, developing, motivating, and growing a customer-focused team to achieve service delivery excellence

Strong people management skills including exemplary performance management, team building and reward and recognition

Excellent interpersonal skills with proven ability to influence and negotiate (in all directions, including “up”)

Excellent organizational and priority-setting skills

The incumbent needs to be very autonomous as this role

Thorough understanding of MBPS environment, Manulife, and MPBS processing capabilities is advantage

Solid presentation skills

Excellent project management skills

Superior research, planning, and analytical skills

Innovative problem-solving skills

Well-developed relationship building and relationship management skills

Excellent customer service skills

Ability to think strategically

Ability to work independently

Proactive change management skills

Superior time management skills

Strong presentation and facilitation skills

Our commitment to you

Our mission; to be a part of making Decisions Easier and Lives Better

A leadership team dedicated to your growth and success

A bold ambition and set of goals to be a leader in driving transformation in our industry

Our best. Every day.

Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.

About John Hancock and Manulife

John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at .

One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including , , , , and . Additional information about John Hancock may be found at .

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 .


Send Application

Upload Resume / CV (Select or Drop File)

Signup to newsletter and receive daily job updates, services, etc.