Supervisor, New Business Case Coordination - Manulife, 5 locations Sales, Business Dev, Other Jobs

Halifax, Nova Scotia, Toronto, Ontario, Kitchener, Ontario, Waterloo, Ontario, Montreal, Quebec
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.

Responsibilities

Contribute to the success of our Case Coordinators through effective coaching, support, motivation, and development in their role

Showcase your effective communication skills within and outside of the immediate team

Create an environment of confidentiality and trust in dealing with sensitive employee and business unit information

Promote and influence the importance of relationships and quality work within insurance operation

Promote learning and build user confidence through problem-solving, and education while building and maintaining strong relationships with our distribution and advisor networks

Consistently provide exceptional service to customers and non-customers by demonstrating the highest level of professionalism, and empathy through active listening

Support, develop and maintain strong collaboration with business units

Identify opportunities to improve operational processes/practices and influence decisions by making recommendations for profiling business unit leaders to drive change in the organization and enhance the customer experience

Use sound judgment and risk assessment when recommending exceptions outside of general practices

Demonstrate out-of-the-box thinking, challenge cumbersome processes, and be a promoter of change to improve customer experience

Main point of contact for escalations

Provide backup to leaders in their absence

Job Requirements:

Ensure all distributor interactions are managed immediately with professionalism, sensitivity, courtesy, and accuracy, and within Manulife terms and policies by the appropriate teams.

Work with autonomy and demonstrate ownership to assess risk regarding complex issues and provide recommendations

Analyze complex situations and investigate using expert problem-solving skills to find appropriate and effective resolutions, including engaging other internal teams when necessary

Identify and report systemic issues and root causes contributing to knowledge gaps and work with internal business partners to find solutions

Use sound judgement and risk assessment when triaging calls

Express the voice of the users and share data and insights to deliver proactive improvement recommendations to their learning experience

Influence decisions by making recommendations and drive change in the organization to fix or improve tools/processes that will enhance the distributor and customer experience

Organize, prioritize, and commit to aggressive deadlines, often working outside of normal working hours

“Think Big” and demonstrate “outside the box” thinking to challenge cumbersome processes and opportunities for enhanced training

Stay current with changes in tools and technology across insurance

Stay current with company policies, share information and knowledge with other team members, and participate in team meetings, discussions, and other activities required to support the team and improve the quality and reputation of our operation

Develop and maintain strong collaboration with all stakeholders; Learning & Development, Inforce Case Coordination, Underwriting, Insurance Sales team, and KMC.

Work with our Value Streams to ensure we are supporting growth and adoption, while building user confidence
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