The Complaints Supervisor handles escalations or complaints coming from various customer service channels.

Position Responsibilities:

Records, evaluates, and resolves all types of complaints from customers and distributors.Collaborate effectively with partners and stakeholders to ensure quality and timely servicing of customers and agents’ concerns about our products and services.Develop and improve or augment the existing complaints manual to cover issues related to the company’s products and services to ensure a robust process across various stakeholder groups.Conduct regular RCA and deep-dive sessions about complaint drivers and root causes. Work with relevant teams on the development and implementation of action plans to improve the end-to-end process and mitigate complaints.Collects complaint case and process metrics to capture and generate trend reports. Coordinates with other departments to provide complaint data reports as needed.Works with the complaints team lead and customer care head on needed process improvements in servicing customers and distributors.Ensures complaints SLAs, Quality, Productivity, NPS and other KPIs are met.Make prudent recommendations and/or decisions, where necessary, on any customer service cases, especially in gray areas not specifically defined by company rules or product manuals.

Required Qualifications:

Graduate of any at least four (4) year business course from a reputable university.3-4 years of customer service, insurance or financial services, complaints management or contact center experience, or equivalent demonstrated through one or a combination of the following: work experience, training and education.

Preferred Qualifications:

Excellent organizational and motivational skillsComplaint handling and customer service skillsExcellent written and oral communication skillsEffective collaborator and team playerData-driven and analyticalProcess development and optimizationRisk managementCustomer-centricQuick thinker and can work independently under pressure

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 recruitment@manulife.com.

Working Arrangement

Hybrid