Join Manulife's Relationship Management team as a Bilingual Relationship Consultant, where you'll play a key role in strengthening relationships with our distribution partners across Canada for our segregated fund business.
In this role, you'll serve as a trusted relationship manager and escalation resource for Managing General Agencies (MGAs) and National Accounts (NAs). While day-to-day inquiries are supported through established service teams, you'll become involved when complex operational issues require additional coordination, investigation, or advocacy to reach resolution.
Working closely with distributors, advisors, support teams, Sales, Product, and Operations, you'll help navigate challenging situations, remove barriers, and ensure our partners receive a high-quality service experience.
In addition to relationship management and escalation support, you'll deliver training and education on Manulife tools, processes, and programs, while providing valuable distributor insights to support projects, process improvements, and business initiatives.
Success in this role comes from building trusted relationships, collaborating across teams, solving problems, and championing the distributor experience.
This role includes occasional travel and offers opportunities for growth, learning, and meaningful impact while helping make decisions easier and lives better.
Position Responsibilities:
Distributor Partnership Management
- Manage relationships with assigned Key Accounts and Tier 1-3 MGAs/NAs, acting as a trusted operational partner.
- Serve as an escalation resource for distributors when issues cannot be resolved through established support channels.
- Coordinate cross-functional teams to investigate, communicate, and resolve complex operational issues.
- Advocate on behalf of distributors and advisors while balancing business requirements and operational standards.
- Demonstrate a deep understanding of distributor needs and proactively communicate changes to programs, tools, and processes.
- Identify recurring issues, trends, and opportunities to improve the distributor experience.
- Deliver training and enablement sessions to support awareness and adoption of Manulife tools and processes.
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- Participate in tier-based meetings, conferences, and relationship-building activities.
- Leverage strong knowledge of segregated fund products and related operational processes to support distributors in resolving complex issues.
Relationship Building:
- Build and maintain strong relationships with distributors and internal stakeholders
- Establish trust through responsiveness, active listening, and a commitment to finding solutions.
- Work collaboratively across Operations, Sales, Product, Compliance, and Technology teams to support distributor needs.
- Manage escalated concerns professionally and constructively, ensuring partners remain informed throughout the resolution process.
- Influence positive change through feedback, relationship management, and continuous improvement initiatives.
- Identify and escalate potential business or compliance risks where appropriate.
Project Engagement:
- Represent the distributor/advisor perspective in small to medium-sized projects to ensure their needs and experiences are considered throughout planning and execution.
- Represent the distributor and advisor perspective in small to mid-sized projects, ensuring their needs are reflected in planning and execution.
- Contribute to key communication deliverables (e.g., eNewsletters, Dealer Bulletins), ensuring messaging resonates with partners.
- Provide frontline insights to inform project decisions and improve outcomes.
- Participate in User Acceptance Testing (UAT) to support successful implementation of tools and processes.
- Build strong relationships with cross-functional stakeholders, including Product, Operations, and Compliance.
- Support pilot programs and partner with Learning & Development to enhance training materials.
- Contribute to the planning and execution of the annual EDGE conference, supporting a high-impact partner experience.
Leadership:
- Provide informal leadership and mentorship by sharing expertise, coaching peers, and supporting team development.
- Contribute to the evolution of the team’s value proposition through insights, feedback, and continuous improvement.
- Actively participate in team meetings and initiatives, fostering a collaborative, high-performing team environment.
Required Qualifications:
- Experience in the Canadian Insurance industry
- 3 to 5 years’ experience within the Financial Services industry in a relationship focused capacity
- Direct experience supporting the segregated fund business
- Post-secondary education or related business experience
- Technical knowledge and capabilities
- Fully bilingual (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
Preferred Qualifications:
- Strong relationship management and stakeholder engagement skills.
- Proven problem-solving and escalation management capabilities.
- Ability to influence and collaborate across multiple business areas.
- Strong organizational skills with the ability to manage competing priorities.
- Strong knowledge of the Canadian Insurance and wealth industry
- Experience delivering training, education, or enablement programs.
- Ability to identify opportunities for process improvement and enhance the Distributor experience.
- Comfort discussing segregated fund products, compensation, and operational processes.
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.
LI-REMOTE
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 CAN, Quebec - Full Time Remote
Working Arrangement
Remote
Salary range is expected to be between $59,100.00 CAD - $98,500.00 CAD
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 con
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