Policy Service Supervisor, Affinity Operations

Policy Service Supervisor, Affinity Operations

Policy Service Supervisor, Affinity Operations

Apply locations Waterloo, Ontario time type Full time posted on Posted Yesterday time left to apply End Date: May 8, 2025 (13 days left to apply) job requisition id JR25020406

The selected candidate will be responsible for prioritizing work and daily supervision of staff. Plan, organize and direct daily staff activities. Additionally, monitoring daily work volumes as well as managing, coaching and developing a team to ensure the quality and efficiency of the service function will be part of the assigned tasks. This supervisor will be responsible for supporting project initiatives at the team level and reviewing departmental procedures at the team level for accuracy and effectiveness.

Position Responsibilities:

Individual Responsibilities:

• Provide leadership and direction to associates, ensuring clear expectations for quality, productivity, and behaviour, and effectively managing daily workflow.
• Communicate service level status, liaise with other departments for reporting, and offer feedback for corrective measures from audits.
• Conduct regular team meetings to address processing issues, educate staff on initiatives, and foster a collaborative team environment.
• Demonstrate sound judgment in coaching associates, handling escalated issues, and identifying service issues or training needs, providing feedback to management.
• Support corporate initiatives, employee engagement activities, and risk mitigation efforts, and potentially lead large-scale administrative projects.

Shared Responsibilities:

• Ensure that department functions and procedures are adhered to. Initiates and participates in procedural changes as needed.
• Maintain a comprehensive, current knowledge of the legal and policy guidelines of the department.
• Ability to manage data and business analytics (including but not limited to metrics and ad hoc reporting).

Required Qualifications:

• Prior experience in a supervisory or exemplary performance as a tenured associate.
• Business Analyst experience or equivalent post-secondary education.

Preferred Qualifications:

• Leverage skills, experience, and networks to develop staff to meet aggressive performance and professionalism benchmarks.
• Disciplined and able to carry out assigned responsibilities with minimal supervision.
• Possess a global perspective on the business and impacts on other business units.
• Propensity to understand and mitigate risk. Identify needs for controls.
• Collaborates effectively and accountably with stakeholders when making exceptions, including Compliance, other departments and individuals who are potentially impacted.
• Proven writing skills and ability to provide feedback, written and verbal.

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.

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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.

Primary Location: Waterloo, Ontario

Working Arrangement: Hybrid

Salary range is expected to be between: $57,675.00 CAD - $96,125.00 CAD

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.

About Us

We're Manulife. And we’re on a mission to make decisions easier and lives better.

Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and accelerating a sustainable and economically inclusive future.

Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go.

We’re proud of our accomplishments and recognitions. Recent awards include:

2024 Gallup Exceptional Workplace Award Winner

Manulife Named one of Forbes World’s Best Employers 2023

Best Companies to Work for in Asia 2023

We’ve been recognized as one of Canada’s Top 100 Employers (2024)

Manulife included in Bloomberg’s 2023 Gender-Equality Index

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Our ambition is to be the most digital, customer-centric global company in our industry. Learn more at https://www.manulife.com/.