Manulife

Client Services Representative

• providing leadership, motivation and support to a team of Member Administrators
• overseeing offshore operations to ensure established objectives are achieved
• acting as the point of contact for escalated requests
• identifying client needs, issues and perceptions and developing action plans
• coordinating service in partnership with BPS
• supporting the financial contribution of GB Member Administration
• participating directly in continuous improvement projects

Manager, Client Services

Manager

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Senior Manager, Audit and Advisory Services

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Associate Manager, Audit and Advisory Services

• Execute audit and advisory assignments in accordance with department and IIA standards and target dates.
• Reporting any scheduling or budget overruns to Senior Manager or Director.
• Develop an adequate understanding of the risks being handled by the unit being assessed to evaluate controls in place to mitigate these risks.
• Assist in audit planning, driving engagements to deliver on the audit plan and assist audit leads in reporting.
• Prepare meaningful, concise, and well-articulated audit working papers, findings and recommendations.
• Manage and communicate expectations regarding work deadlines and deliverables.
• Apply analytical skills and be open-minded to explore different ways to audit, embracing and using data analytics to enhance audit coverage.
• Actively follow up on open issues with management, maintain open communication and lead the remediation testing of issues.
• Lead various SOX processes, facilitate SOX planning, and provide oversight during walkthrough and testing phases.
• Build and maintain positive relationships with management.
• Lead, coach and mentor junior staff assisting on projects.

Business Analyst

• Develop and maintain daily claims forecasts using multi-day work item methodologies, including backlog inventory and service level projections
• Lead daily service calls to align stakeholders on performance metrics, expected volumes, and operational priorities
• Maintain and validate centralized hiring plans to ensure headcount accuracy for workforce forecasting
• Provide insights and recommendations to optimize work distribution and improve service outcomes
• Support digital enablement initiatives by leveraging Power BI for performance dashboards and predictive analytics
• Collaborate with cross-functional teams to ensure workforce strategies align with business objectives

Workforce Management Analyst

Underwriter

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General Director, Life Underwriting

Financial Planning and Analysis

• Oversee financial responsibilities related to compensation, expense management, reporting, and sales management
• Handle compensation processes and prepare monthly statements
• Verify invoices and manage expense reports
• Create performance and bonus reports and compile production reports
• Address data discrepancies and ensure accuracy of the database
• Manage expense activities including accounting, reconciliations, reporting, budgeting, analysis, and customer support
• Validate invoices and update accrual data
• Analyze financial results, identify anomalies, and provide commentary on key focus areas
• Administer compensation and sales incentive programs
• Prepare and distribute monthly compensation statements, resolving issues and ensuring accuracy
• Generate and maintain performance and bonus reports, identify reporting needs, and implement data management efficiencies
• Ensure data integrity by reviewing, reconciling, and addressing discrepancies across financial systems and interfaces
• Contribute to operational improvements, complete industry surveys, and manage priorities and projects based on evolving business needs.

Senior Financial & Compensation Specialist

Director

• Lead the design, delivery, and optimization of service and sales enablement platforms
• Ensure top-tier support, training, and engagement tools are in place
• Align clients with wholesaler support models
• Track certifications and ongoing CE requirements
• Translate sales strategies into impactful playbooks
• Partner with Behavioral Insurance team to support events
• Collaborate with IT and New Business teams
• Advance producer awards and offerings
• Deliver white-glove service across the network
• Partner with sales and people leaders to align support models
• Deploy and integrate enablement technologies
• Design and deliver exclusive training programs
• Help to define and manage the reward platform

Director, Advisor Experience

Artificial Intelligence

• Systematically monitor AI news, events, reports, indices, and consulting publications relevant to financial services and insurance
• Track and evaluate industry conferences and events relative to Manulife and our initiatives, curating inventories of high-impact gatherings and producing post-event knowledge sharing materials
• Conduct analytical research on emerging AI trends highlighting key applications, use cases, and recent developments to guide strategic decisions and thought leadership
• Develop and deliver consistent pulse-checks on current events in AI while applying an industry lens
• Create strategic one-pagers translating external AI developments into clear, relevant insights for Manulife teams
• Own the development and ongoing refresh of the material in the Manulife AI walking deck, ensuring it consistently reflects the latest industry insights, strategic perspectives, and key findings for executive and leadership presentations
• Partner closely with Gen AI Program leads, AI initiative leads, architects, and engineering teams to capture and communicate developments
• Support stakeholders in crafting compelling narratives and presentation materials that showcase progress, impact, and strategic direction to business and technical audiences
• Lead the strategic distribution of AI content through channels such as Townhalls, Communities of Practice, internal events, and newsletters, maximizing visibility and engagement throughout Manulife

Manager, AI Market Research – Insights

Analyst

• Calculate and code offsets and the adjusted LTD benefit in Navigator
• Inform Plan Member of the overpayment amount with clear explanations both verbally and in writing
• Follow-up with Plan Member for reimbursement of overpayment and negotiate an acceptable repayment plan when necessary
• Proceed with claim recoveries in Navigator
• Collaborate with the Case Management teams to strengthen financial results
• Work closely with other colleagues to prioritize work especially during peak times

Disability Calculation Analyst

• Perform risk-based data profiling and analysis to identify trends and outliers for investigation
• Lead and support audit programs; coordinate, assess, and make decisions on investigations
• Take initiative and lead investigations to successful conclusions including preparation of complaints
• Conduct interviews with plan members, service providers, and others
• Create written audits and correspondence to various stakeholders
• Engage with internal contacts such as Customer Service, Legal, Medical Consultants, and external stakeholders
• Lead, support and implement key investigative projects
• Deliver presentations to clients
• Travel required including working outside core hours

Claims Investigation Analyst

Marketing

• Design and implement a foundational framework for campaign performance tracking, including standardized templates, KPIs, and measurement methodologies
• Develop and maintain internal dashboards to monitor campaign performance, identify optimization opportunities, and provide actionable insights to stakeholders
• Partner with marketing teams to ensure consistent reporting and alignment with business objectives
• Lead and support budget planning and management across multiple cost centers
• Build and maintain monthly, quarterly, and annual budget documents that align with invoicing and accrual processes
• Collaborate with Finance and Marketing leadership to ensure accurate forecasting, expense tracking, and timely reporting
• Establish processes and best practices to ensure efficiency and scalability in marketing workflows
• Act as a liaison between marketing, finance, and analytics teams to streamline reporting and improve data integrity
• Drive continuous improvement initiatives to enhance reporting accuracy and overall effectiveness.

Manager, Marketing Performance – Enablement

Implementation Specialist

• Support Distribution partners in the acquisition of new business; including in finalist presentations and implementation/project meetings.
• Primary contact for the client during new issue implementation and project phases.
• Coordinates and facilitates all client and internal project team meetings (virtual or live) including the maintaining of action items and meeting minutes.
• Delegates, negotiates and follows up on all implementation tasks with each of the internal areas that are involved.
• Tracks and reports the status of each project and proactively escalates any significant barriers or issues to Senior management where necessary.
• Provide expertise on Manulife’s digital experience for group benefits clients (Web, mobile, voice), and highlight key features and functionality.
• Supports, participates and provides input in the presale/finalist process.
• Works with the client and implementation team to obtain plan details, clarify requirements, and establish delivery dates for tasks in the project.
• Creates and modifies implementation schedules during the implementation as required; ensuring that any downstream impacts of changes are clearly articulated and if needed risk management assessment is conducted, understood and carried out by each impacted area.
• Provides Overall Satisfaction Survey post implementation for clients.

Implementation Manager

Operations

• Develop and operationalize the Bank’s 1LoD fraud strategy aligned with business objectives and regulatory standards
• Provide strategic direction for fraud prevention, detection, and mitigation programs across all fraud typologies
• Partner with Bank senior leadership to integrate fraud risk considerations into organizational planning and publish annual fraud plan
• Serve as the central point of accountability for fraud risk, aligning with CEO and Board expectations for integrated risk oversight
• Upgrade exec reporting to include KRI/KPI, forecasts, heatmaps; monthly performance packs
• Lead fraud operations teams responsible for alert management, investigations, and case resolution
• Ensure timely and accurate reporting of fraud incidents to internal stakeholders and regulatory bodies
• Oversee fraud stress testing and scenario planning to assess resilience
• Establish and maintain governance frameworks for fraud risk management
• Adopt COSO/ACFE framework; schedule semi-annual external benchmark reviews and formal law-enforcement engagement
• Collaborate with the Global Anti-Fraud Office, Bank Compliance and other oversight bodies
• Drive adoption of advanced fraud detection tools, analytics, and automation by investing in advanced AI/ML detection; implement model governance & drift dashboards; automate triage/reporting
• Monitor fraud model performance and implement corrective actions as needed
• Identify emerging fraud trends and develop proactive strategies
• Build and mentor a high-performing fraud strategy and operations team
• Foster a culture of accountability, collaboration, and continuous improvement
• Launch certification-backed curriculum and publish competency matrix

Manulife

Manager, Client Services

Senior Manager, Audit and Advisory Services

Associate Manager, Audit and Advisory Services

Associate Manager, Audit and Advisory Services

Workforce Management Analyst

General Director, Life Underwriting

Senior Financial & Compensation Specialist

Director, Advisor Experience

Manager, AI Market Research – Insights

Disability Calculation Analyst

Claims Investigation Analyst

Manager, Marketing Performance – Enablement

Implementation Manager

Assistant Vice President – Fraud Strategy and Operations

Bilingual Disability Calculation Analyst