The opportunity
The Operations Experience Partner is in-charge of the SLA agreement monitoring and reporting function, learning and change adoption function, and risk management & quality assurance function.
Responsibilities
Gather, monitor, analyze and improve. Based on the available experience data, should provide analysis how SLA agreements play-out vs. the actual transactions. This activity involves in-depth review of cases showing gaps, clogs, and mishaps—presenting improvement opportunities to uplift SLA scores across functions. Report to key stakeholders SLA Performance including proposed improvement opportunities gathered from Quarterly Sessions with primary groups in distribution—directly and indirectly involved in selling and servicing customers—for cascading of experience report. Keeps track internal service improvement plans, specific to initiatives not involving requirements on technology. This may involve simple process change, review of business rules and operating guidelines, industry benchmarking—by collaborating with key people within and outside operations.Provides a venue for distribution to discuss changes on technology, operating guidelines, regulatory changes that will impact their servicing activities with customers. From this forum, should be able to extract distribution insights and factor them in on the changes pending for implementation.Conduct learning and adoption sessions to distribution—for company-wide cascading of changes taking place in Operations—and do follow through to check on their experience as form of feedback.Conducts a separate forum with Ops Leadership Team to present feedback gathered from distribution experience. This forum internal to operations should be able to generate follow through activities and report back to distribution agreed action items.Internal to Relationship Management Function, should be able to communicate to Channel Services team reported concerns of staff skills and competency issues that is impacting our services to distribution.Provides data/report to Chief Risk Officer on quarterly monitoring and review of all handled escalation and exception requests, including analysis on total JV impact company wide. Coordinates with Distribution Risk and Quality Control Team, in identifying issues encountered or escalation both admin and distribution side, without compromising regulatory compliance. Collaborates with Pricing and Products team in identifying proposed solutions, including JV assessment on product features-related case/s.Identify escalation levels. Determine the different levels of escalation based on the complexity and severity of issues. Documents facts of the case, provide narrative, analysis and recommends resolution or refer cases to Complaints Committee for cases with financial impact.Provide training and guidance. Inform and train distribution on the escalation process, ensuring they have full grasp of the escalation protocol, and nature of complaints that may be coursed through operations. Provide clear guidelines and resources to support their decision-making during escalation scenarios.Establish escalation timeframes. Clarify and set realistic timeframes for each escalation level to ensure timely resolution of issues. This helps in managing customer expectations and ensures that issues are addressed within acceptable service level agreements (SLAs).Document the step-by-step process for escalating issues, including who to contact at each level, communication channels to be used, and any specific procedures to follow. Do constant review of the escalation process and determine if iterations are needed to align with actual experience
How will you create impact?
The role will report to the Relationship Management Lead.
What motivates you?
You obsess about customers, listen, engage and act for their benefit.You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.You thrive in teams and enjoy getting things done together.You take ownership and build solutions, focusing on what matters.You do what is right, work with integrity and speak up.You share your humanity, helping us build a diverse and inclusive work environment for everyone.
What we are looking for
Must be a College Graduate preferably with degree on business-related courses.Must have at least two years of experience on the same capacity. Preferably with life insurance background or operations background from finance industry.Must have strong background on customer service work, including in-depth knowledge on company’s products and services. Must have strong interpersonal and communication skills both in oral and written, including handling escalations and able to resolve client issues effectively.Ability to build and maintain relationships with clients, distributors and stakeholders.Ability to work collaboratively with internal teams, distribution and bank partners.Must have the capacity to adapt to change, work pressures, or difficult situations without undue stress.
What can we offer you?
A competitive salary and benefits packages.A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.A focus on growing your career path with us.Flexible work policies and strong work-life balance.Professional development and leadership opportunities.
Our commitment to you
Values-first culture
We lead with our Values every day and bring them to life together.Boundless opportunity
We create opportunities to learn and grow at every stage of your career.Continuous innovation
We invite you to help redefine the future of financial services.Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives.Championing Corporate Citizenship
We build a business that benefits all stakeholders and has a positive social and environmental impact.
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
In Office