Position Responsibilities:

• Conduct quality reviews of transactions for accuracy, policy adherence, and error root-cause analysis; communicate issues to representatives.
• Recommend and implement workflow/process improvements, including system enhancements; serve as a subject matter expert for testing and change rollouts.
• Provide trend analysis and monthly performance reporting; deliver effective feedback to staff and managers to improve accuracy and outcomes.
• Stay current on product and system updates; ensure accurate call monitoring, phone support, and ongoing CSR inquiry assistance.
• Support fraud prevention by identifying suspicious activity and promptly alerting the Fraud Prevention Team.

Required Qualifications:

• Prior processing experience; subject matter expert in BU administrative systems; knowledge of documentation standards, products, and procedures.
• Excellent written and verbal communication; skilled at delivering clear, tactful feedback and interpreting customer service needs.
• Strong analytical skills, error/root-cause analysis, and ability to resolve issues and support procedural changes.
• Effective prioritization/time management, multi-tasking, disciplined, and able to work with minimal supervision; post-secondary education or equivalent experience.

Preferred Qualifications:

• Proven ability to multi-task and prioritize effectively under tight timelines. Strong time management and disciplined work habits; operates independently with minimal supervision.
• Expertise in documentation standards and procedures, with accurate, audit-ready recordkeeping.
• Skilled in delivering clear, tactful feedback and coaching to improve team performance and professionalism.
• Demonstrated experience initiating and supporting procedural changes and workflow optimizations, leveraging cross-functional networks.

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.