Responsible for holistically reviewing the customer experience-related data and metrics. Reviews, analyzes, and addresses data/feedback from vendor software platform, and any activity relating to potential fraud. Communicate any trends to management.

Position Responsibilities:

• Monitors vendor software platform responses from shareholders, reviews calls, and performs all actions necessary to resolve issues

• Monitors software platform dashboard and ensures all survey results are reviewed to standard and in accordance with our timeliness goals.

• Assists with updating training materials.

• Identifies service issues, trends, performance concerns, training needs and system challenges.

• Provides phone/queue support as needed.

Required Qualifications:

• Educational background: Bachelor’s degree

• Quantitative experience: 1yr-2yr transaction processing, report handling

• Strong attention to detail and accuracy in handling financial or transactional data

• Strong proficiency in Outlook and General MS Office

• Proven experience in Transaction processing, disbursement

Preferred Qualifications

• Highly detail-oriented, organized, and able to work effectively in structured, process-driven environments.

• Strong analytical and problem-solving skills with sound judgment. Proven ability to handle time-sensitive and high-volume workloads. Effective written and verbal communicator who can coordinate with multiple stakeholders.

• Collaborative team player who demonstrates accountability, reliability, and adaptability.

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 hr@manulife.com.