Case Manager

The Case Manager is responsible for managing and oversee customer cases, serving as the primary contact for stakeholders, and ensuring effective case management and support through all stages. This individual contributor role covers pre-sales and post-sales support and is central to maintaining high standard in case handling, customer satisfaction and stakeholders communications.

Position Responsibilities:

Primary Contact for Stakeholders

• Act as the main point of communication and liaison for all cases - related stakeholders, including customers, internal team, and external partners.

• Keep stakeholders consistently updated on case progress, key developments, and outcomes.

Managing and Overseeing Cases

• Take full ownership of cases from initiation to resolution, ensuring timely and effective handling.

• Coordinate with relevant teams and departments to maintain smooth case flow and address any issues promptly.

Monitoring Cases and Analysis

• Track and monitor ongoing cases to ensure timely resolution and maintain case quality standard.

• Analyze case trends, matrix, and data to identify pattern and suggest process improvement.

Coaching and Training

• Provide coaching and training to service teams to enhance case handling efficiency.

• Develop training materials, workshop, and sessions to improve case management practices across the team.

Required Qualifications:

• Bachelor’s Degree preferred

• 5years of supervisory or team leader experience preferred.

• 3+ years annuity experience or 4-6 years financial services industry experience

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 [email protected].

Hybrid