Head of Operations Distribution Service & Case Manager

The Head of Operations Distribution Service (ODS) & Case Manager is responsible for leading and overseeing the end to end delivery of Distribution Services across Call, Email, and Live Chat, together with the Case Manager function. The role ensures consistent service performances, effective management of complex and escalated cases, strong operational governance, quality, productivity, and workforce effectiveness.

The role drives operational excellence, process simplification, digitalization, and continuous improvement, while developing team capability and ensuring compliance with internal policies, and regulatory requirements. Working closely with Distribution and cross functional operations team, the role ensures seamless and timely support to ODS & CM and strengthens the overall service experience.

Position Responsibilities:

• Lead and oversee end-to-end Operations Distribution Service (ODS) across Call, Email, Live Chat, and Case Manager, ensuring consistent service delivery and operational excellence.
• Drive overall operational performance by managing service level, quality, productivity, backlog, aging, turnaround time, and workforce capacity across the functions.
• Provide governance and oversight for complex and high-impact cases ensuring effective cross-function coordination and timely resolution within established authority and service standards.
• Establish and strengthen operational governance, including SOP, quality standards, risk and compliance controls, and service performance frameworks.
• Drive continuous improvement and transformation through process simplification, digitalization, automation, and technology enabled service enhancements.
• Build organizational capability and strengthen collaboration by developing ODS and Case Manager leaders and partnering with Distributions, and other Operations functions to improve end-to-end Distribution experiences.

Required Qualifications:

• Bachelor’s degree in business, Insurance, Operations Management or related field
• Minimum 10 years in insurance operations or customer/distribution service or contact center.
• Minimum 5 years leading multi-channel service operations.
• Strong expertise in contact center operations, digital servicing, case management, governance and continuous improvement.
• Excellent leadership, stakeholder management and strategic execution skills.

Preferred Qualifications:

• Excellent communication and presentation skills.
• Ability to manage multiple priorities and work cross-functionally.

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].

Hybrid