Operations Supervisor

The Operations Supervisor for Group Benefits CSC is primarily responsible for the day-to-day operations of the program according to the scope of work and service level requirements. Duties include hiring, managing performance, and developing strategic approaches to act on any identified needs. Aside from providing support, motivation, coaching, and development to direct reports, this role also evaluates and implements company policies and procedures. This function must determine long range goals and objectives to meet business operation expectations. This includes ensuring call quality and quantitative standards are observed in meeting customer care needs and resolving them in a timely fashion. 

Key Responsibilities:  

• Effectively and efficiently manage the day-to-day operations of the team ensuring SLA is met

• Manage the performance of Customer Service Professionals (CSPs) and/or Senior CSPs to meet and exceed service level agreements. 

• Act as a product and process knowledge resource to associates on the production floor 

• Responsible in maintaining and increasing performance levels 

• Handle live escalations and ensure these are handled within the turnaround time 

• Handle regular calls on a weekly basis

• Provide coaching to team members regarding performance 

• Ensure service level agreements are met or exceeded 

• Ensure staff are adhering to schedule 

• Assist immediate manager in coordinating team resources, monitoring team activities, and preparing reports 

• Review, collect, and summarize quality control and business reports 

• Leadership, support, motivation, coaching and development, engagement, and retention of staff 

• Promote a culture which will ensure and encourage the team to meet their targets 

• Recruitment and hiring of CSPs and/or SR CSPs

• Identify opportunities for process improvement recommendations

• Such other duties and functions as assigned by Operations Management. 

Required Qualifications: 

• With at least a rating of “Effective” on the recent performance review. 

• Must meet job expectations and pass all performance metrics in his/her current unit. 

• Demonstrate good organizational and priority management skills with the ability to be flexible to changing environments and to work independently and meet tight deadlines. 

• Demonstrate problem solving skills, generate creative ideas and solutions. 

• Must have strong verbal and communication skills. 

• With comprehensive product knowledge, ready to take calls and live escalations. 

Technical Skills: 

• Client Relationship and Change Management 

• International Business and Multicultural skills 

• Product and Service Advice Support 

• Escalations Management 

• Customer Centric approach on Problem-Solving and Data-driven Decision-making

• Basic to advance knowledge of Computer software applications (ie Microsoft Excel, Power BI)

• See Product Specific Knowledge below

  

Preferred Qualifications:

Tools Specific Knowledge 

• Knowledgeable in usage of phone system, AWS, Verint, AD Salesforce, AWD 35 Production, CPM , GB Mainframe 

• Knowledgeable in job aides, internet-based applications trackers such as Citrix, ESC Web, Surrogate Sites, GPM, Manuconnect, and Power BI

• Knowledgeable in Claims Manual and Call Handling Document. 

• Knowledgeable in Workday, Sharepoint application. 

• Maintains and monitor reports under Operations folder 

Product Specific Knowledge 

• Knowledgeable in all benefits 

• Knowledgeable in Call Handling documents 

• Handling live Supervisor calls 

  

Process Specific Knowledge 

• Escalation matrix 

• Handling difficult customers

• HR policies and guidelines 

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].

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