The role of Leader in the Complaint Management Unit offers a vital opportunity to enhance customer satisfaction and loyalty, directly supporting our mission of delivering exceptional service. By effectively managing and resolving customer complaints, you will play a key role in improving our processes and ensuring that customer feedback drives positive change within the organization. This leadership position provides the chance to develop and implement strategies that improve response times and resolution rates, while also mentoring a team dedicated to customer care. In this role, you will gain the fulfillment of transforming customer experiences and the opportunity to shape our organization's reputation for outstanding service.
Position Responsibilities:
- Develop and implement strategies to improve the complaint management process and enhance customer satisfaction.
- Analyze complaint data to identify trends and root causes, providing insights for process improvements and policy changes.
- Work collaboratively with other departments, such as underwriting, claims, and customer service, to resolve complex issues and prevent future complaints.
- Ensure compliance with regulatory requirements and internal policies related to complaint handling.
- Prepare and present regular reports on complaint trends and resolution performance to senior management.
- Provide training and guidance to team members on best practices in complaint management and customer service.
Required Qualifications:
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Experience in customer service or complaint management, preferably in Life Insurance.
- Strong problem-solving skills and attention to detail.
- Excellent communication and interpersonal skills.
- Strong analytical skills and the ability to interpret data to drive decision-making.
Preferred Qualifications:
- Ability to build and manage relationships with the key internal stakeholders
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 recruitment@manulife.com.
Working Arrangement
Hybrid