Job Description

At Manulife, we are committed to providing quality advice to our customers through our representatives. In this role, you will assist the Team Lead of Product and Sales Compliance and work closely with the TL to support the Product and Sales Compliance work plan.

Position Responsibilities:

Balanced Scorecard Audits (BSC) Reviewer/Checker

• Conduct documentation reviews for all assigned representatives based on the non-sales KPIS in the Balanced Scorecard Framework.
• Ensure the timely completion of all assigned representatives' BSC audits by the end of the quarter.
• Conduct client surveys through phone calls for all the sampled cases for BSC Framework.
• Ensure timely follow up on lapses or issues uncovered during the documentation review or client surveys.
• Conduct sharing sessions on BSC to new representatives of Manulife during the monthly Fast Track training.
• Perform QC checks on the documentation reviews done by the reviewers and provide coaching to the reviewers every quarter.

Mystery Shopping Exercise (MSE)

• Liaise with MSE Vendors on Mystery Shopping Exercises.
• Review MSE findings and provide feedback to vendors
• Assess MSE findings for BSC infractions
• Prepare infractions report and notifications to Agency Force via emails.

Other responsibilities

• Work closely with the Product and Sales Compliance Team and support the team in any other areas as assigned by the Team Lead of Product and Sales Compliance.

Required Qualification:

• Diploma/Degree
• At least 5-7 years’ experience in the life insurance/banking industry Compliance (Preferably in BSC). Candidates who have more experience can be considered for a more senior role.
• Good communication skills
• Good writing skills
• Ability to prioritize, organize, and work on multiple tasks simultaneously
• Solid analytical and problem-solving skills.
• Detail oriented and solution focused

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

Working Arrangement

Hybrid