The Distributor Relations & Learning team is looking for a dynamic individual to act as a centralized point of contact for our New Business Case Coordination team.
Working in Relationship Management as a Case Coordination Supervisor, this role will prepare, coach, and mentor the case coordinators for routine, complex, and escalated situations that focus on the ‘how’ of doing business with Manulife.
With our distributors and advisors as the focus, this role will take a professional approach to every interaction, to ensure high quality, exceptional customer service and support. This role will work with the Manager to find opportunities to improve our service quality and value proposition.
This role is a key contributor to the overall strategy for Advisor Experience in Insurance Operations.

REQUIRED QUALIFICATIONS:

• Post-secondary education with 5 + years of experience in the insurance/finance sector
• Minimum 2-year experience in a training/support role
• Minimum 2-year mentor/leadership experience
• Technical knowledge and capabilities
• Strong leadership skills in coaching, motivation, development, team building and mentorship

PREFERRED QUALIFICATIONS:

• Possess strong leadership skills to guide, motivate, and develop team spirit while acting as a subject matter expert to support new and developing team members.
• Demonstrate a solid understanding of service objectives, team performance metrics, and relationship management value propositions, while maintaining expertise in procedures and knowledge of systems, tools, and policies.
• Excel in customer service with a commitment to exceeding expectations, quickly identifying and resolving issues, and communicating solutions clearly and confidently to all parties.
• Maintain a professional attitude in problem management, with the ability to multitask, organize, prioritize, and adapt to change in a fast-paced environment.
• Work effectively both independently and as part of a team, analyze trends, produce reports, and leverage in-depth knowledge of products, policies, sales networks, and advisor relationships to manage expectations with confidence and patience.

• Contribute to the success of Case coordinators through effective guidance, support, motivation, and development, while emphasizing effective communication within and beyond the team.
• Create an environment of confidentiality and trust for handling sensitive employee and administrative unit information, and cultivate strong relationships with these units.
• Promote quality relationships within Operations and Insurance by supporting learning and building user confidence through problem-solving and training.
• Deliver exceptional service with professionalism and empathy, while identifying opportunities to improve operational processes and influencing decisions to enhance the customer experience.
• Serve as the main point of contact for escalated files, propose innovative ideas, challenge cumbersome processes, and support leadership in their absence.