Manulife
life insurance
LeaderComplaintManagementUnit
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Leader Complaint Management Unit at Manulife. Skills: complaint management, leadership, customer service. Oversee the end‑to‑end management of customer complaints. Develop and implement strategies to improve the complaint management process and enhance customer satisfaction.”
What You'll Achieve.
drive consistent, high‑quality resolutions for complex and sensitive cases; reinforcing customer trust and the company’s reputation for integrity; safeguarding customer confidence; delivering meaningful impact on policyholders’ experiences; enhance customer satisfaction
Industry & Context.
problem-solving skills; analytical skills; ability to interpret data to drive decision-making
What They're Looking For.
Must Have
Bachelor’s degree in Business Administration, Communications, or a related field., Experience in customer service or complaint management, preferably in Life Insurance., problem-solving skills and attention to detail., Excellent communication and interpersonal skills., analytical skills and the ability to interpret data to drive decision-making.
Nice to Have
Ability to build and manage relationships with the key internal stakeholders
What You'll Do.
Oversee the end‑to‑end management of customer complaints
Develop and implement strategies to improve the complaint management process and enhance customer satisfaction.
Analyze complaint data to identify trends and root causes
providing insights for process improvements and policy changes.
Ensure compliance with regulatory requirements and internal policies related to complaint handling.
Prepare and present regular reports on complaint trends and resolution performance to senior management.
Provide training and guidance to team members on best practices in complaint management and customer service.
How You'll Work.
Team & Collaboration
collaborating closely with cross‑functional stakeholders; Work collaboratively with other departments, such as underwriting, claims, and customer service, to resolve complex issues and prevent future complaints.
Communication Scope
Excellent communication and interpersonal skills.
Full Job Description
Leader, Complaint Management Unit offers a strategic opportunity to lead and strengthen our commitment to fair, timely, and transparent complaint resolution within the life insurance business. You will oversee the end‑to‑end management of customer complaints, ensuring alignment with regulatory standards, internal governance, and customer protection principles. By guiding and developing the team, you will drive consistent, high‑quality resolutions for complex and sensitive cases, reinforcing customer trust and the company’s reputation for integrity. This role allows you to sharpen leadership, analytical, and decision‑making capabilities while collaborating closely with cross‑functional stakeholders to improve processes and customer outcomes. Ultimately, you will play a critical role in safeguarding customer confidence and delivering meaningful impact on policyholders’ experiences. **Position Responsibilities:** * Develop and implement strategies to improve the complaint management process and enhance customer satisfaction. * Analyze complaint data to identify trends and root causes, providing insights for process improvements and policy changes. * Work collaboratively with other departments, such as underwriting, claims, and customer service, to resolve complex issues and prevent future complaints. * Ensure compliance with regulatory requirements and internal policies related to complaint handling. * Prepare and present regular reports on complaint trends and resolution performance to senior management. * Provide training and guidance to team members on best practices in complaint management and customer service. **Required Qualifications:** * Bachelor’s degree in Business Administration, Communications, or a related field. * Experience in customer service or complaint management, preferably in Life Insurance. * Strong problem-solving skills and attention to detail. * Excellent communication and interpersonal skills. * Strong analytical skills and the ability to inte
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