Manulife

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

Assistant Vice President – Fraud Strategy and Operations

Bilingual Disability Calculation Analyst

Manager

• Manage a team responsible for recruiting skilled candidates and developing employees
• Lead the Training, Leadership Development, and Recruitment function
• Develop a leadership development curriculum with business leaders
• Anticipate and plan for future recruitment and training needs
• Monitor key recruitment metrics and resolve issues
• Design training programs based on adult learning principles
• Act as a catalyst for culture change and engagement across the organization

Manager, Talent Planning – Development

Underwriter

• Communicate and collaborate with sales and head office colleagues to provide the highest quality and competitive decisions to our high-net-worth customers
• Conduct risk assessment and classification by Manulife's philosophy and standards
• Maintain positive and effective relationships with internal and external partners
• Consistently deliver the best customer experience by making every interaction significant
• Align with consumer laws and regulations regarding risk classification, confidentiality and disclosure
• Identify and propose solutions to problems and procedures related to the underwriter's work

Senior Underwriting Consultant, High Net Worth

Client Services Representative

• Handling of inquiries by phone and/or Email from financial advisors regarding contracts, products, and procedures
• Providing an outstanding customer experience, accurately and professionally
• Provide comprehensive information to callers, resolving most queries on the first call by researching information on resource systems

Client Service Specialist

• Connect with Plan Members, Plan Sponsors, the Medical Community and Vendor Partners.
• Work closely with Case Managers, Disability Specialists and Associate Managers.
• Make follow-up phone calls and/or send written communication to Plan Members, Plan Sponsors, medical professionals and vendors.
• Reach out to Plan Members by phone to complete functional telephone interviews.
• Keep claim files up-to-date and accurate.
• Support payment of invoices.
• Update Plan Member banking information.

Summer Intern/Co-op – Disability Case Manager

• Support plan members across Canada, guiding them through their journey of illness, recovery, and return to work
• Providing disability benefits and engaging in proactive case management with a focus on successful reintegration into the workforce
• Use critical thinking and analytical skills to evaluate contract terms and medical information, determine eligibility for disability payments, and optimally handle daily tasks
• Proactively handle a dedicated caseload in compliance with specific service level agreements and targeted turnaround times
• Action daily administrative tasks including responding to emails and telephone calls in a timely manner
• Assess claims based on contractual, medical, and vocational barriers
• Develop positive relationships through frequent collaboration with plan sponsors, plan members, treatment providers, and internal partners to drive cases to a successful return to work or job resolution ready
• Write letters to communicate pertinent benefit-related information based on analytical reasoning
• Demonstrate resiliency, emotional intelligence, and compassion when listening and communicating with plan members including delivering difficult claims-related decisions

Disability Case Manager

Bilingual

• Support plan members across Canada, guiding them through their journey of illness, recovery, and return to work
• Provide disability benefits and engaging in proactive case management
• Assess claims based on contractual, medical, and vocational barriers
• Develop positive relationships with plan sponsors, members, and treatment providers
• Write letters to communicate pertinent benefit-related information
• Demonstrate resiliency and compassion when communicating with plan members

Bilingual Disability Case Manager

Customer Support

• Provide exceptional customer service to policyholders, agents, and partners in French and English via inbound calls, email, and chat
• Handle a high volume of inquiries, analyze issues, and deliver proactive solutions
• Use advanced technology and software to document interactions accurately and resolve concerns efficiently
• Demonstrate empathy and emotional intelligence to build trust and positive relationships
• Stay informed about products, services, and industry regulations to provide accurate, useful information
• Collaborate with colleagues and other departments to resolve complex issues

Bilingual Customer Service Representative

Content Manager

• Governance of Content Strategy
• Develop and maintain documentation, UI strings, and other content assets within the design system and ensure content can be reused and repurposed efficiently
• Align stakeholders on IA approach in a globally shared and complex website navigation structure
• Build trustworthy relationships with consumers by making “people’s decisions easier and lives better” a core facet of our company mission
• Establish a cohesive conversation with consumers of our system within each segment and across our many digital experiences for our end users
• Establish metrics and analyze performance
• Test your content on real customers, iterate until it’s clear as a bell and study analytics to drive your messaging decisions and support/dispel your assumptions
• Drive usability by ensuring that all content is reusable, useful, clear, and easy to understand, regardless of the user's location or language
• Scale communication with content that allows for scalability, making it easier to adapt the design system for new digital properties and global markets
• Leverage working knowledge of Figma libraries, Storybook, and associated documentation materials to unite product teams in their entirety around a central source of truth
• Develop communication strategies for getting people to use and build trust with the Global Design System
• Contribute to the writing and editing for our design system documentation site and support our team by helping them to use language and communication to describe the things that are involved in creating the parts of a design system
• Promote inclusivity
• Approach content that people see themselves represented in the product
• Considerations for approaching inclusive UX writing to build products to function with assistive technology
• Document an approach for UX content, including: Visible text, including labels for UI elements, text on buttons, links, and forms, alt text for buttons with icons, images, workflows, tutorial formats and anything else that a person can read inside a product