Position Responsibilities: Lead daily work activities by coordinating resources, monitoring progress, communicating priorities, and ensuring achievement of service-level and performance metrics. Set clear performance expectations and provide regular, structured feedback on service quality, productivity, and outcomes. Assess team members’ strengths and development needs; create and maintain individualized development plans; provide ongoing coaching to promote accountability and skill development. Support team members in resolving complex escalations, investigations, and high-impact advisor or business issues. Identify, analyze, and implement solutions to operational errors, process gaps, and emerging business needs. Address non-standard or complex issues by establishing sustainable processes and ensuring clear understanding and adoption across the team. Drive continuous process improvement by identifying barriers, risks, and inefficiencies, and recommending actionable solutions. Collaborate with cross-functional partners to enhance service delivery, resolve issues, and support operational initiatives. Analyze trends related to advisor inquiries, errors, and business practices, and contribute to the development of action plans. Research and resolve complex issues, analyze data, and effectively communicate findings and recommendations to leadership. Required Qualifications: Exceptional verbal and written communication skills, including strong presentation abilities. Minimum of 2 years’ experience managing a contact center or comparable operational team. Strong analytical, investigative, and problem‑solving skills with demonstrated ability to identify root causes and implement solutions. High attention to detail, proactive learning mindset, and willingness to seek clarity when needed. Excellent organizational and priority‑management skills in a fast‑paced environment. Advanced influencing, negotiation, and conflict management capabilities. Proven coaching and mentoring experience. Intermediate to advanced proficiency in Microsoft Excel. Demonstrated critical‑thinking skills, with the ability to address both immediate issues and underlying systemic problems. Preferred Qualifications: Strong working knowledge of Distributor Services workflows, procedures, and supporting systems, including their capabilities and limitations. Ability to understand the broader business context and apply sound judgment and creative problem‑solving. Demonstrated ability to perform effectively under pressure, manage competing priorities, and adapt to change. Quick learner with strong collaboration and relationship‑building skills. Proven ability to investigate complex, time‑sensitive, and high‑impact cases with a focus on clear communication, relationship management, and conflict resolution. Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec. 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-HYBRID The role being advertised is an existing vacancy. 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 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 Referenced Salary Location: Halifax, Nova Scotia Working Arrangement: Hybrid Salary range is expected to be between $65,850.00 CAD - $109,750.00 CAD Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact for the salary range for your location. 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 for more information about U.S.-specific paid time off provisions. We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement. #J-18808-Ljbffr