Senior Manager, Policy Service

Responsibilities

1. Operations & Performance Management 

• Lead the team to deliver timely, accurate, consistent, and customer-friendly policy servicing across assigned processes and channels. 

• Monitor customer pain points, repeat contacts, complaints, and service failures; ensure prompt resolution and effective root-cause follow-up. 

• Partner with Customer Service, Distribution, Complaints, and other stakeholders to improve end-to-end customer journeys and service consistency. 

• Manage daily workflow, capacity, prioritization, and resource allocation to achieve service-level agreements, turnaround time, productivity, and quality targets. 

• Oversee assigned post-issue policy servicing activities, including policy amendments, reinstatements, beneficiary or ownership changes, premium-related transactions, fund switches, policy maintenance, and other customer requests. 

• Ensure robust case management, escalation, handover, and follow-through for complex or sensitive requests. 

• Maintain effective business continuity and workload coverage during peak volumes, incidents, and employee absences. 

2. People development  

• Lead and develop a high-performing, engaged, and accountable team with clear objectives and regular performance conversations. 

• Build multi-skilled capability across policy servicing processes to improve workforce flexibility, resilience, and first-contact resolution. 

3. Process Improvement, Digitalization & Change 

• Identify opportunities to simplify processes, eliminate non-value-adding activities, reduce manual handling, and improve straight-through processing. 

• Drive team adoption of digital tools, self-service solutions, automation, and revised operating procedures. 

• Contribute operational expertise to system enhancements, product changes, testing, implementation, and post-implementation stabilization. 

• Use operational data, customer feedback, quality findings, and employee insights to recommend and deliver measurable improvements. 

4. Risk, Compliance & Governance 

• Ensure team compliance with regulatory requirements, company policies, standard operating procedures, delegated authorities, and operational controls. 

• Maintain a strong first-line control environment and ensure issues, incidents, errors, and customer detriment risks are identified, escalated, and remediated promptly. 

• Complete regular control checks, quality reviews, action tracking, and governance reporting for the assigned operation. 

• Support internal audits, compliance reviews, risk assessments, and regulatory requests by providing accurate information and ensuring timely closure of findings. 

• Ensure procedures, work instructions, and team knowledge materials remain current, clear, and consistently applied.  - AA/F/M/D/V

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 [email protected].

In Office