Key Responsibilities:

• Leadership and Management: Lead, mentor, and develop the customer service team to ensure they deliver exceptional service and achieve performance targets.
• Customer Experience: Design and implement strategies to enhance the customer experience, ensuring all interactions with customers are positive and professional.
• Operations Oversight: Oversee daily branch operations to ensure efficient and effective service delivery, including managing resources and resolving any operational issues.
• Performance Improvement: Monitor and analyze customer service metrics to identify areas for improvement and implement changes to enhance service quality and efficiency.
• Relationship Management: Build and maintain strong relationships with customers, addressing their needs and concerns promptly and effectively.
• Training and Development: Develop and implement training programs to ensure the customer service team is equipped with the necessary skills and knowledge.
• Collaboration: Work closely with other departments to ensure a seamless customer experience and identify opportunities for service enhancements.

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.

Qualifications:

• Bachelor's degree in Business Administration, Management, or related field.
• Proven experience in a customer service leadership role, preferably in a branch or retail environment.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data and make informed decisions.
• Strong problem-solving skills and attention to detail.
• Commitment to delivering exceptional customer service.

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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 cultureWe lead with our Values every day and bring them to life together.
• Boundless opportunityWe create opportunities to learn and grow at every stage of your career.
• Continuous innovationWe invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and InclusionWe foster an inclusive workplace where everyone thrives.
• Championing Corporate CitizenshipWe 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.