Bilingual Associate Manager, Investment Claims

Manulife Financial Corporation

Job Overview

Location

CAN, Quebec - Full Time Remote

Job Type

Full-time

Full Job Description

📋 Description

• The Bilingual Associate Manager, Investment Claims at Manulife Financial Corporation is a pivotal leadership role responsible for overseeing a team of service-focused specialists who process financial and non-financial transactions across Manulife and former Standard Life systems. This position ensures service excellence, operational efficiency, and business continuity by maintaining high standards of accuracy, timeliness, and customer communication in a high-volume claims environment.
• Day-to-day responsibilities include leading, coaching, and mentoring a team of junior staff across multiple Canadian locations; overseeing daily work prioritization and transaction processing to meet service levels; identifying training needs and skill gaps to maintain product and system expertise; monitoring business controls and call quality programs; reviewing applications, policies, and transactions for compliance and accuracy; providing escalation support and guidance to team members; aligning staffing and resource allocation with service-level commitments; collaborating with internal partners on projects and process improvements; and acting as a key business partner to advisors, back offices, and other internal teams by applying strong customer service and business acumen.
• The Claims organization at Manulife is dedicated to delivering high-quality service to customers and advisors, with a vision to be an industry leader by keeping the customer at the center of all operations. The team processes a wide range of financial and non-financial transactions with a focus on accuracy, timeliness, and strong communication, leveraging the expertise and commitment of its people to exceed expectations.
• In this role, the individual will develop advanced leadership and people management skills, deepen expertise in investment and insurance claims processing, enhance analytical and problem-solving abilities in a dynamic environment, and gain experience driving operational excellence and cross-functional collaboration—positioning them for future growth into senior management roles within Manulife’s global financial services organization.

🎯 Requirements

• 5 years or more of experience leading teams in claims, investments, operations, or customer service environments.
• Bilingual proficiency in French and English is required to support clients across jurisdictions outside of Quebec.
• Excellent customer service, communication, and interpersonal skills.
• Strong influencing, negotiation, and conflict-management capabilities.
• Solid understanding of investment and insurance products and associated administrative systems (asset).
• Demonstrated investigative, analytical, and problem-solving abilities with resourcefulness in identifying issues and innovation in proposing solutions.

🏖️ Benefits

• Manulife offers a flexible work environment that supports well-being and inclusion, empowering employees to learn and grow the career they want.
• Eligible employees receive a wide array of customizable benefits including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance, adoption/surrogacy and wellness benefits, and employee/family assistance plans.
• Access to various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources.
• Generous paid time off program in Canada including holidays, vacation, personal, and sick days, plus the full range of statutory leaves of absence.
• Opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Skills & Technologies

Junior

Remote

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Manulife Financial Corporation

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About Manulife Financial Corporation

Manulife Financial Corporation is a multinational insurance and financial services provider headquartered in Toronto, Canada. Established in 1887, it offers life and health insurance, retirement and pension plans, asset and wealth management through its John Hancock and Manulife brands. The company operates across North America and Asia, serving individual, group, and institutional clients. Manulife is listed on the Toronto, New York, and Philippine stock exchanges. It focuses on delivering investment, insurance, and advisory solutions to meet long-term financial security needs globally.

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