Leader Complaint Management Unit

Leader, Complaint Management Unit offers a strategic opportunity to lead and strengthen our commitment to fair, timely, and transparent complaint resolution within the life insurance business. You will oversee the end‑to‑end management of customer complaints, ensuring alignment with regulatory standards, internal governance, and customer protection principles. By guiding and developing the team, you will drive consistent, high‑quality resolutions for complex and sensitive cases, reinforcing customer trust and the company’s reputation for integrity.

This role allows you to sharpen leadership, analytical, and decision‑making capabilities while collaborating closely with cross‑functional stakeholders to improve processes and customer outcomes. Ultimately, you will play a critical role in safeguarding customer confidence and delivering meaningful impact on policyholders’ experiences.

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 hr@manulife.com.

Hybrid