John Hancock Life Insurance Company (U.S.A.) seeks a Bilingual Associate Manager to lead and strategically develop our Disability National Administration (DNA) teams. This role is accountable for the effective leadership of the team that serves as the first point of contact for members and Plan Sponsors, fostering a culture of continuous improvement.
What You'll Do
- Provide direct leadership for a team of approximately 20 admin and/or contact centre roles.
- Identify, develop, and retain industry top talent.
- Proactively monitor workflow utilizing appropriate technologies.
- Participate in the strategic development of the overall Disability National Administration team (DNA).
- Create an environment where teams can demonstrate our core values.
- Establish and cultivate internal and external partnerships.
- Address escalations thoroughly and promptly.
- Foster a continuous improvement culture.
What We're Looking For
- Fully bilingual (French/English): Required to communicate in both languages to support clients from various jurisdictions.
- Driven by passion to do what is right.
- Call Centre, leadership, or disability case management experience.
- Superior problem-solving and analytical skills.
- Results-oriented with strong decision-making ability.
- Strong ability to think creatively and develop workflow solutions rapidly in a high-transaction, fluid work environment.
Nice to Have
- Relentless enthusiasm for our work.
- Empathic professional communication skills.
- Natural curiosity that leads to continuous improvement.
- Encourages self and others to have a growth mindset.
- Thrives in a dynamic team environment.
- Team leadership experience in a fast-paced environment.
Team & Environment
You will lead a team of approximately 20 admin and/or contact centre roles. Associate Manager roles report into either the Manager or Director of National Administration.
Benefits & Compensation
- Salary range: $68,775.00 CAD - $114,625.00 CAD.
- Health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage.
- Adoption/surrogacy and wellness benefits.
- Employee/family assistance plans.
- Retirement savings plans including pension and a global share ownership plan with employer matching.
- Financial education and counseling resources.
- Generous paid time off program including holidays, vacation, personal, and sick days.
- Full range of statutory leaves of absence.
Work Mode
This is a remote role open to candidates in Ontario, Canada.
Manulife is an Equal Opportunity Employer. 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.
