Provides advanced administrative and operational support to Mortgage Loyalty, with accountability for complex, escalated, and exception-based work. The role applies strong mortgage-process knowledge, judgment, and risk awareness to investigate and resolve issues spanning multiple workflows or systems. It also supports quality, knowledge transfer, and continuous improvement initiatives that strengthen operational performance and the client experience.
Position Responsibilities:
- Own complex, aged, escalated, or exception-based administrative cases from intake through resolution, coordinating required follow-up and maintaining clear accountability for next steps.
- Investigate file discrepancies, system issues, workflow breaks, incomplete documentation, and recurring exceptions by reviewing available records and consulting appropriate partners.
- Apply established policies, procedures, controls, and authorities to non-routine situations; document the rationale for actions taken and escalate matters requiring policy interpretation, material remediation, or higher approval.
- Assess operational and client risk within assigned authority, identify potential control gaps, and ensure concerns are clearly documented and escalated.
- Perform targeted quality reviews or peer checks, identify recurring errors or process gaps, and provide factual observations to leaders and process owners.
- Act as a subject-matter resource by providing procedural guidance, peer support, onboarding assistance, and knowledge transfer without formal people-management accountability.
- Support the development and maintenance of procedures, job aids, training materials, and administrative controls.
- Partner with Loyalty specialists, leaders, technology teams, operations, and other business areas to resolve issues spanning multiple processes or systems.
- Analyze recurring defects, complaints, exceptions, aged items, and manual workarounds; identify root causes and recommend practical improvements that reduce risk and rework.
- Support testing, operational readiness, and implementation of process or system changes, where assigned.
- Protect client information and reinforce adherence to applicable privacy, security, quality, risk, and regulatory requirements.
Required Qualifications:
- College diploma or an equivalent combination of education and significant relevant experience.
- Progressive experience in mortgage, lending, banking, renewals, retention, servicing, or financial-services operations.
- Demonstrated ability to investigate and resolve complex administrative issues across multiple stakeholders, processes, and systems.
- Strong written and verbal communication skills, including the ability to explain processes and document decisions, risks, and recommendations clearly.
- Demonstrated analytical, root-cause, problem-solving, quality-review, and risk-awareness capabilities.
- Ability to prioritize complex work, influence partners without direct authority, and remain effective during high volume or rapid change.
- Ability to provide peer guidance, share knowledge, and support onboarding without formal people-leadership responsibility.
- 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:
- Advanced knowledge of mortgage renewal and servicing processes, administrative controls, client documentation, and related systems.
- Experience supporting escalations, root-cause analysis, procedure development, operational reporting, testing, or change implementation.
- Experience identifying control gaps and recommending improvements to quality, efficiency, service levels, or the client experience.
- Demonstrated ability to coordinate competing priorities and resolve issues across business and technology partners.
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.
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, Montreal, 900 Boulevard de Maisonneuve Ouest
Working Arrangement
Hybrid
Salary range is expected to be between
$45,900.00 CAD - $76,500.00 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 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 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 and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact hr@manulife.com for more information about U.S.-specific paid time off provisions.
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.
