Operations Management Consultant

We're looking for an enthusiastic, motivated, and relationship‑driven Operations Management Consultant to join our distribution support team. If you enjoy working with technology and data to support both internal and external partners by identifying needs, solving problems and finding solutions this role is for you.

The Operations Management Consultant (OMC) provides industry leading Distribution support, through effective relationship management. The position proactively identifies needs and solutions for our Distribution Partners by assisting with client-facing technology, promoting educational tools and services as well as facilitating solutions to any item pertaining to the John Hancock Operations organization.

Key Responsibilities

• Manage inquiries into the OMC inbox maintaining a 24-hour SLA
• Provide assistance with CRM data management. Including creating, updating, and merging records for producers, contacts and firms.
• Communicate regularly with internal wholesalers, external wholesalers, and external customers
• Represent John Hancock on calls with Producers and Firms
• Assist with Point of Sale, Firm, Producer identification for case set up/assignment
• Sustain the delivery of consistent quality service and reputation for OMC team
• Support management on various strategic projects that impact Firm/Producer experience
• Identify and forward feedback for coaching opportunities arising from service experiences
• Surface solutions which help to align or enhance our processes and procedures
• Solid understanding of our systems and monitor accuracy, efficiency, and accessibility
• Help to define ideas for customer centricity and identify opportunities for self service

Required Qualifications

• At least 2 years of experience supporting sales and distribution teams
• Previous experience in financial services, distribution, or related industries
• Life and Annuities experience preferred
• Familiarity with CRM platforms such as Salesforce and proficiency with Microsoft Office tools (Word, Excel, Powerpoint)
• Understanding of data and ability to provide analysis and insight
• Ability to work within a team environment and experience working with projects
• Strong communication and presentation skills
• Dedication to our customers and understanding our customers' needs
• Comfortable with technology and experience with tools such as AI, CHAT GPT, Power BI

When You Join Our Team

• You'll be empowered to learn, grow, and build the career you want.
• You'll work within a flexible, inclusive environment where well‑being is a priority.
• As part of a global organization, you'll have the opportunity to help shape the future of our business and the customers we serve.

The role being advertised is an existing vacancy.

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.

Referenced Salary Location

Boston, Massachusetts

Working Arrangement

Hybrid

Salary range is expected to be between

$61,875.00 USD - $103,125.00 USD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training.

If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

Manulife/John Hancock offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans.

We also offer eligible employees various retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources.

Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.

Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify

Company: John Hancock Life Insurance Company (U.S.A.)

Skills

Analysis Skills, Annuities, Artificial Intelligence (AI), Coaching, Communication Skills, Customer Relations, Customer Relationship Management (CRM), Customer Support/Service, Data Management, Distribution Channel, Distribution Services, Diversity, Employee Retention, Financial Services, Genetics, Human Resources, Life Insurance, Management Consulting, Microsoft Excel, Microsoft Office, Microsoft PowerPoint, Microsoft Word, Needs Assessment, Operations Management, Power BI, Presentation/Verbal Skills, Problem Solving Skills, Relationship Management, Sales, Sales Management, Sales Support, Salesforce.com, Service Delivery, Service Level Agreement (SLA), Technical Support, Training Tools

About the Company

Manulife Financial Corp