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Job Title :
Manager, Group Credit Operations
Job ID :
Category :
Business Operations
Location :
, US
Job Type :
Full Time
Posted On :
Job Description :

Are you looking for unlimited opportunities to develop and succeed?  With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.


Manager, Group Credit Operations will generally be accountable for the below:

    • Improve customer service experience; create engaged customers and facilitate organic growth
    • Maintain quality service by enforcing customer service standards; monitoring results; resolving problems; recommending system enhancements to ensure the service is in a correct, cost effective and timely manner
    • Design client correspondences; assist Group new product projects and initiatives; create and improve the operational processes and policies
    • Represent operations team to build and nurture corporate client relationships for renewal premiums and persistency
    • Play the role in long-term planning including initiatives toward operational excellence, the achievement of operations objectives
    • Take ownership of customers issues and follow problems through to resolution
    • Set a clear mission and deploy strategies focused towards that mission


  • Develop service procedures, policies and standards
  • Keep accurate records and document
  • Analyze statistics and compile accurate reports
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Control resources and utilize assets to achieve qualitative and quantitative targets
  • Maintain an orderly workflow according to priorities
  • Adhere to and manage the approved budget
  • Define and communicate customer service standards
  • Oversee the achievement and maintenance of agreed customer service levels and standards
  • Direct the daily operations of the Group Credit Life Operations team
  • Plan, prioritize and delegate work tasks to ensure proper functioning of the department
  • Ensure the necessary resources and tools are available for quality customer service delivery
  • Handle complex and escalated customer service issues
  • Monitor accuracy of reporting and data base information
  • Liaise with company management to support and implement growth strategies
  • Co-ordinate and manage GCL projects and initiatives
  • Identify and address staff training and coaching needs
  • Explore with other managers to discuss possible improvements to customer service
  • Follow up on customers' requests in a timely manner and ensure service standards are met
  • Ensure work processes are in accordance with company’s procedures and in compliance with all relevant regulatory guidelines
  • Deliver persistency targets
  • Act as an escalation point for the client
  • Manage staff workload
  • Perform other tasks as assigned by management from time  to time

  • Relevant bachelor's degree
  • Product knowledge
  • Over 5 years combined working experience in Customer Service, Process Improvement, Decision Making, Process management, Staffing, Planning, Budget control, Trend Analysis , Developing Standards
  • Obtain Customer service background
  • Computer literate in MS Word, Excel and PowerPoint
  • Proven working experience as a customer service manager
  • Excellent knowledge of management methods and techniques
  • Proficiency in English
  • Working knowledge of customer service software, databases and tools
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Communication skills
  • Customer service focus
  • Supervisory skills
  • Problem analysis and problem-solving
  • Decision-making
  • Planning and organizing
  • Initiative
  • Flexibility
  • Presentation skills
  • Stress tolerance
  • Customer service orientation

About Manulife:


Manulife Financial Corporation is a leading international financial services group that helps people achieve their dreams and aspirations by putting customers' needs first and providing the right advice and solutions. We operate as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2016, we had approximately 35,000 employees, 70,000 agents, and thousands of distribution partners, serving more than 22 million customers. At the end of 2016, we had $977 billion (US$728 billion) in assets under management and administration, and in the previous 12 months we made almost $26 billion in payments to our customers.


Our principal operations are in Asia, Canada and the United States where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.


Manulife is committed to supporting a culture of diversity and accessibility across the organization.   It is our priority to remove barriers to provide equal access to employment.  A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request an accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.


We are committed to be an equal opportunity employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age”.

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