Operations Experience Associate

The Operations Experience Associate (OEA) is a dedicated frontline relationship‑enabled service role under Partnership Operations Management within COEx. It is designed to support high net worth (HNW) clients served through select Partnership Distribution banks, where service expectations are elevated and precision, responsiveness, and relationship credibility are critical.

Position Responsibilities:

• Serve as the primary operational point of contact for assigned partnership banks, fostering trust, reliability, and continuity of support.
• Manage post sales and servicing requests with clear ownership, ensuring client and partner concerns are fully understood and accurately translated into action.
• Track service requests against agreed SLAs, proactively following up to prevent delays and managing expectations when dependencies arise.
• Maintain clear, accurate, and professional service records to support transparency and continuity.
• Identify recurring service issues or partner pain points and elevate them with contextual insights to the OXP or Relationship Management Head.
• Communicate operational updates, process changes, and servicing guidelines clearly and consistently to partner bank contacts.
• Act as a clarifying resource for standard procedures, escalation channels, and service expectations.
• Gather and synthesize feedback from partner stakeholders regarding service experience, responsiveness, and process usability.
• Escalate observations and partner insights to support service calibration and continuous improvement  
• Apply heightened attention to customer concerns, recognizing sensitivity, urgency, and reputational impact.
• Ensure facilitation of requests aligns with regulatory requirements, business rules, and data privacy standards.
• Identify potential risks, documentation gaps, or non‑standard servicing scenarios and escalate promptly.
• Support quality checks to ensure completeness, correctness, and audit readiness of handled cases
• Receive and triage service issues raised by partner banks, applying judgment to assess urgency and potential impact.
• Prepare concise, accurate case summaries to support efficient resolution by internal teams.
• Coordinate closely with operations, product, finance, and specialist teams to remove roadblocks and advance case movement.
• Provide timely and professional updates to partner stakeholders, reinforcing confidence through clarity and follow‑through.
• Ensure proper closure, documentation, and communication of resolved cases.

Required Qualifications:

• College graduate, preferably with a business, finance, insurance, or customer service–related degree

• 1–2 years of experience in operations, customer service, relationship management, or support roles; banking, insurance, or financial services exposure is an advantage

• Demonstrated ability to build professional working relationships, maintain stakeholder trust, and manage interactions with discretion and confidence, particularly in high‑touch environments

• Strong ability to listen, interpret, and respond appropriately to customer and partner concerns, with precision and empathy suited for HNW clientele

• Exhibits accountability for requests from receipt through resolution, ensuring follow‑through and closure

• Clear, structured, and professional written and verbal communication with internal teams and external partners

• Strong attention to detail, effective tracking, and ability to manage multiple service requests simultaneously

• Basic understanding of compliance, documentation standards, and quality expectations in regulated environments

• Willingness and capacity to learn complex servicing requirements and progressively assume more advanced responsibilities aligned with OXP roles

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