Operations Team Lead

We are seeking a dedicated and detail-oriented Team leader for our Broker Onboarding team. This role is integral in ensuring a seamless onboarding experience for new brokers while continuously improving our processes. The ideal candidate will be bilingual, possess strong analytical skills, and have a passion for optimizing onboarding workflows.

Position Responsibilities:

• Oversee the end-to-end broker onboarding process, ensuring a smooth transition for new brokers.

• Coordinate with various departments to ensure all onboarding requirements are met in a timely and efficient manner.

• Analyze data to identify trends and patterns in the onboarding process.

• Prepare and present detailed reports to management, highlighting these trends and proposing actionable insights

• Evaluate current onboarding procedures to identify areas for improvement.

• Develop and propose strategies for more efficient distribution and onboarding processes.

• Implement approved changes and monitor their effectiveness

• Act as the primary point of contact for escalated files, resolving issues promptly and effectively.

• Collaborate with internal departments to address and resolve complex issues

• Assist the team with daily tasks as needed, ensuring that all operations run smoothly.

• Act as a point of contact for the team when additional support is required.

• In collaboration with the Manager of MPP, support the recruitment, training, retention, and performance management of team members.

• Foster a positive and productive team environment, encouraging continuous learning and development.

Required Qualifications:

• Fully bilingual (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

• Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven recommendations.

• Excellent organizational and multitasking abilities.

• Strong interpersonal and communication skills.

• Ability to work both independently and collaboratively in a team environment.

• Proficiency in relevant software and tools (e.g., CRM systems, Microsoft Office Suite).

Preferred Qualifications:

• Proven experience in a similar role, preferably within the financial services or insurance industries.

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.

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.