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, theBilingual Associate Managerplays 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 or more of experience leading teams in environments related to claims, investments, operations, or customer service. 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.

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 hr@manulife.com .

Referenced Salary Location

CAN, Quebec - Full Time Remote

Working Arrangement

Remote

Salary range is expected to be between

$71,475.00 CAD - $119,125.00 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 hr@manulife.com 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 hr@manulife.com 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 .