Job Information
Manulife Bilingual Associate Manager, Investment Claims in Work At Home, Canada
The Claims organization is dedicated to delivering high‑quality service to our customers and advisors. Our teams process a wide range of financial and non‑financial transactions, ensuring accuracy, timeliness, and strong communication throughout. Our vision is to be an industry leader in service by keeping the customer at the center of everything we do, exceeding expectations through the strength, expertise, and commitment of our people.
Reporting to the Manager, the Bilingual Associate Manager plays a key leadership role supporting the day‑to‑day operations of the Claims team. This role will oversee a portion of junior team members and act as a critical partner to the Manager to ensure service excellence, operational efficiency, and business continuity.
This position is a remote role; however, candidates must be able to attend periodic on‑site meetings and events as scheduled.
Position Responsibilities:
Leadership & Team Management
Lead a team of service-focused specialists responsible for delivering core processing and customer support functions across Manulife and former Standard Life systems.
Build, schedule, coach, and mentor a high-performing team aligned to evolving business and staffing needs.
Support the development, growth, and retention of English and Bilingual staff, fostering a positive, engaging, and performance‑driven environment.
Manage employees across multiple Canadian locations and maintain strong, collaborative working relationships.
Operational Excellence
Oversee daily work prioritization, transaction processing, and customer/advisor communications to ensure service levels and quality standards are consistently met.
Identify training needs and skill gaps, ensuring team members maintain strong product knowledge, system expertise, and sound judgment in decision-making.
Monitor and uphold business controls and call quality program, balancing customer satisfaction with appropriate risk mitigation.
Review applications, policies, procedures, and transactions across multiple administrative systems to ensure accuracy and compliance.
Strategic Support & Collaboration
Provide timely decision-making, escalation support, and guidance to team members.
Ensure staffing and resource allocation across functions aligns with daily service-level commitments.
Collaborate—or assign team members to collaborate—with internal partners to support projects, process improvements, and cross-department initiatives.
Act as a key business partner to other internal teams, advisors, and back offices by applying strong customer service and business acumen.
Work Environment
Lead effectively in a high-volume environment, particularly during peak periods, and contribute to ensuring the team remains agile, engaged, and well-supported.
Required Qualifications:
5+ years of leadership experience in Claims, Investments, Operations, or Customer Service environments.
Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
Preferred Qualifications:
Excellent customer service, communication, and interpersonal skills.
Strong influencing, negotiation, and conflict‑management capabilities.
Solid understanding of Investment and Insurance products and associated administrative systems an asset.
Demonstrated investigative, analytical, and problem-solving abilities, with resourcefulness in identifying issues and innovation in proposing solutions.
Proven ability to adapt, exercise sound judgment, and make clear decisions in a dynamic environment.
Experience developing staff, managing performance, and mentoring high‑potential employees.
Demonstrated ability to build and maintain strong collaborative relationships across departments.
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.
#LI-REMOTE
The role being advertised is an existing vacancy.
Acerca de Manulife y John Hancock
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com .
Manulife es un empleador que ofrece igualdad de oportunidades
En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.
Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a hr@manulife.com .
Referenced Salary Location
Canadá, Quebec -Remoto a tiempo completo
Modalidades de Trabajo
Remoto
Salary range is expected to be between
$71,475.00 CAD - $119,125.00 CAD
Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual. El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación. Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a hr@manulife.com para conocer el rango salarial correspondiente a tu ubicación.
Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con hr@manulife.com para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.
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