Team Lead BSC Application Processing

We are looking for a proactive and experienced Team Leader to oversee our Broker Application Processing and Broker Support team. The successful candidate will play a crucial role in ensuring the efficiency and effectiveness of our application processing operations and broker support. This position involves managing daily activities, reporting on key trends, and supporting the team to achieve optimal performance. Bilingual proficiency in English and French is an asset.

Position Responsibilities:

Daily Review of Activities:

• Oversee and review the daily operations of the application processing and broker support team to ensure adherence to established procedures and timelines.
• Monitor workflow and workloads to optimize productivity and efficiency.
• Ensure all deliverables are completed on schedule while nurturing a collaborative and supportive team environment.

Trend Analysis and Reporting:

• Analyze daily activities to identify significant changes or trends in application processing and broker support requests.
• Prepare and present reports to management, highlighting key findings and insights.

Manage Daily Reporting:

• Ensure accurate and timely preparation and submission of daily reports related to application processing and support.
• Collaborate with the team to compile data and insights for reporting purposes.

Team Support and Development:

• Assist the BSC Manager in hiring, training, retaining, and performance managing new employees.
• Provide ongoing coaching and support to team members to foster professional growth and development.

Escalation Management:

• Handle and resolve daily escalations and issues promptly and effectively, ensuring minimal disruption to operations.
• Act as a secondary point of escalation for complex cases that require additional attention.

Process Improvement Recommendations:

• Evaluate existing processes and identify opportunities for improvement to enhance efficiency and effectiveness.
• Propose and implement approved changes to streamline operations and reduce processing times.
• Assist with procedure writing and updates as required.

Team Management Support:

• Support the manager in the overall management of the team, ensuring alignment with organizational goals and objectives.
• Foster a positive and collaborative team environment, encouraging open communication and teamwork.

Required Qualifications:

• Proven experience in a team leadership role, preferably within the financial services or insurance sector
• Bilingual proficiency in English and French is an asset.
• Strong analytical skills with the ability to identify trends and make data-driven recommendations.
• Excellent organizational and multitasking abilities.
• Strong interpersonal and communication skills, with the ability to lead and motivate a team.
• Problem-solving skills and the ability to handle escalations effectively.
• Proficiency in relevant software and tools (e.g., CRM systems, Microsoft Office Suite).
• Ability to assist with UAT testing.

Work Environment:

• This role requires flexibility and adaptability to manage a dynamic and fast-paced work environment.
• This roles requires presence in the office a minimum of three days a week Waterloo.

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.

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.