Quality Assurance Lead

KEY RESPONSIBILITIES:

Quality Assurance:

• Supervise the execution of Post Issuance QA, Policy Contract QA, Reference Flag QA, and FATCA QA ensuring adherence to required QA scores.
• Review and approve the Daily QA Pending Task Report and ensure appropriate task assignment.
• Coordination with different stakeholders (MBPS, FIU, UWs, L&C)

Reporting:

•  Ensure timely and accurate preparation of reports, including the WMT Post Issuance Report, Status 6 Report, Unapplied RTU Report, and Frozen Report.
• Analyze report data to identify trends and recommend process improvements.

Referral and Registration Management:

• Oversee the Referrer Tagging process and ensure accurate data management for newly registered referrers.

HANDLES INQUIRIES FROM AGENTS AND CUSTOMERS

• Communicate with distributors to help understand the concerns and provide decisions which help build solid beneficial relationships.
• Preparing communications to distributors regarding requirements
• Attends to follow ups and inquiries from distributors and initiates proper action
• Observe the service standards committed by the department in handling related tasks

SUPERVISION AND LEADERSHIP

• Lead and manage the Quality Assurance team, offering guidance, support, and mentorship.
• Assign tasks and projects to team members based on their skills and workload.
• Conduct regular team meetings to review progress, address challenges, and maintain open communication.

• Supervise daily activities related to application processing, productivity, and timely review of applications.
• Ensure adherence to procedures and service standards.
• Guarantee that the team performs prompt and accurate quality assurance functions.
• Implement and ensure strict compliance with all policies, rules, and regulations.
• Identify potential areas for change and make necessary recommendations.
• Maintain high staff engagement levels and develop a high-performing team.
• Contribute to effective leadership by demonstrating personal integrity, cooperation, and positive enthusiasm.

STAFF DEVELOPMENT

• Develop and motivate team members to enhance their quality assurance skills and adopt professionalism and quality standards.

BACKUP SERVICES

• Assist the team with administrative functions in the absence of other section team leaders.

PROJECTS

• Serve as a Subject Matter Expert (SME) for ePOS, WMT and other system projects.

OTHERS

• Perform any other duties as assigned from time to time.

PERFORMANCE DIMENSIONS – KEY RESULTS AREAS

• Keep work up to date.
• Ensure the accuracy of information.
• Maintain efficiency and reduce errors or rework.
• Observe confidentiality of information.
• Work with the team to achieve corporate goals and objectives.
• Monitor performance goals closely.

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].