The Corporate Accounts Team Lead, Manager – Intake Team, leads the Intake Team within the Group Accounts Management function, ensuring the timely and efficient handling of all incoming service requests, inquiries, and concerns from corporate clients. The role is accountable for managing team performance, service responsiveness, and end-to-end coordination with downstream teams such as New Business, Fulfillment, and Billing & Collections. The Team Lead is expected to maintain a zero-backlog target, monitor service level agreements (SLAs) and turnaround times (TATs), and drive service excellence by implementing effective processes and stakeholder engagement. This role is critical in ensuring a responsive and client-centric service experience for all group policyholders.

Position Responsibilities:

Oversee the day-to-day operations of the Intake Team, ensuring that all incoming client emails and requests are acknowledged, categorized, logged, and properly endorsed within agreed timelines.Monitor the team’s performance against key metrics, including email response time, TAT compliance, and resolution efficiency.Implement and maintain a zero-email backlog policy by ensuring daily monitoring and workflow discipline.Conduct regular alignment with internal departments (New Business, Fulfillment, Billing and Collections, and Account Management teams) to streamline hand-offs and improve resolution turnaround.Handle and resolve escalated client issues, ensuring appropriate follow-through and communication.Provide coaching, training, and performance reviews for Intake Specialists to support continuous improvement and professional development.Develop and maintain dashboards, reports, and trackers that monitor team workload, SLA adherence, and issue resolution trends.Identify and implement process improvements to enhance client experience, reduce hand-offs, and drive operational efficiency.Ensure accurate documentation and audit trail of all client requests and transactions for compliance and quality assurance.

Individual Accountabilities:

Team Leadership and Service Oversight: Lead, manage, and support the Intake Team in achieving daily operational goals and delivering a positive client experience.Email and Request Management: Ensure all requests are acknowledged and endorsed in a timely and accurate manner, with clear accountability tracking.SLA and TAT Monitoring: Maintain oversight of all open requests and drive on-time delivery through proactive follow-ups and issue resolution.Escalation Handling: Personally manage high-impact or sensitive client concerns and ensure resolution through appropriate channels.Operational Reporting: Prepare and analyze service reports to inform management decisions and process refinements

Key Shared Accountabilities:

With New Business, Fulfillment, and Billing & Collections Teams: Ensure proper hand-off, status monitoring, and timely follow-up of client requests.With Renewal Managers/Officers: Share updates on critical client concerns and collaborate on end-to-end service resolution.With Quality Assurance and Compliance Teams: Align on documentation requirements, audit findings, and adherence to service policies and procedures.With IT/Systems Support Teams: Coordinate enhancements to intake and tracking systems, email platforms, or workflow tools that support operational efficiency.Maintain strong relationships with direct clients, brokers, bancassurance, and agency channels to uphold service excellence.

Required Qualifications:

College graduate of any 4year courseRequires 3-5 years of Group Accounts Management and/or Operations experience; 3 of which is being a manager on the said functions.Excellent customer service orientationProficiency in MS Office notably MS Excel

Preferred Qualifications:

Preferably with Basic LOMA course taken and passedContinuous Improvement OrientationStrong analytical skillsExcellent communication and interpersonal skillsStrategic Thinking and Process InnovationConflict Resolution and Escalation ManagementOperational Discipline and AccountabilityLeadership and Team Empowerment

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 recruitment@manulife.com.

Working Arrangement

Hybrid