Insurance Operations & Advisor Servicing Consultant

The Opportunity

The Insurance Operations & Advisor Servicing Consultant plays a critical role within the MGA Operations team, supporting the end-to-end lifecycle of insurance business across new business processing, inforce servicing, and advisor onboarding and contracting.

This role is responsible for optimizing workflows, delivering operational reporting and insights, and managing ad‑hoc inquiries and projects to enhance efficiency, accuracy, and service quality.

This person will act as a key liaison across internal teams and external partners, ensuring seamless operational execution and continuous process improvement.

• Operational Support & Workflow Management
  • Oversee and monitor workflows across new business processing, inforce policy servicing, and advisor onboarding, transfers, and contracting.
  • Identify bottlenecks, inefficiencies, and service gaps; recommend and implement improvements.
  • Ensure service level agreements (SLAs) and turnaround times are met or exceeded.
  • Support process documentation and standardization across operational functions.
• Reporting & Analytics
  • Develop, maintain, and enhance operational dashboards and reports.
  • Analyze key performance indicators (KPIs), including volumes, turnaround times, and error rates.
  • Provide actionable insights and recommendations to leadership based on trends and data analysis.
  • Support forecasting and capacity planning activities.
• Ad Hoc Inquiries & Issue Resolution
  • Respond to complex operational inquiries from internal stakeholders, advisors, and carriers.
  • Investigate and resolve escalated issues related to new business, policy servicing, or contracting.
  • Ensure timely and accurate communication of resolutions and updates.
• Projects & Continuous Improvement
  • Participate in and lead operational projects, including system enhancements, process redesign, and automation initiatives.
  • Collaborate with cross‑functional teams (Sales, Compliance, IT, and Carrier Relations).
  • Contribute to change management activities, including training and communication.
  • Support onboarding, transfers, and contracting oversight, including licensing, contracting, and carrier appointments.

• Bachelor's degree in Business Administration, Finance, or a related field.
• 35+ years of experience in insurance operations, MGA environments, or financial services.
• Strong understanding of new business and inforce policy lifecycle as well as advisor onboarding and contracting processes.
• Experience with workflow tools, CRM systems, or policy administration platforms preferred.

• Analytical mindset: strong ability to interpret data and provide meaningful insights.
• Process improvement: experience identifying efficiencies and implementing improvements.
• Attention to detail: high degree of accuracy in a fast‑paced environment.
• Communication: excellent written and verbal communication skills.
• Problem‑solving: ability to manage complex inquiries and resolve issues effectively.
• Organization & time management: ability to manage multiple priorities and deadlines.
• Collaboration:
  
  strong interpersonal skills and ability to work cross‑functionally.

• Competitive salary range of $55,125.00 CAD – $91,875.00 CAD, with incentive programs tied to performance.
• Health, dental, mental health, vision, short‑ and long‑term disability, life and AD&D insurance coverage.
• Adoption/surrogacy and wellness benefits, employee/family assistance plans.
• Retirement savings plans, including pension and global share ownership plan with employer matching contributions.
• Paid time off program, holidays, vacation, personal and sick days, and full range of statutory leaves of absence.
• Hybrid working arrangement with opportunities for flexible work.

Manulife Financial Corporation and John Hancock are equal chance employers. We embrace diversity and strive to create an inclusive work environment that celebrates the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement, and compensation, and we administer all practices and programs without discrimination on any protected basis.

To remove barriers and provide equal access to employment, we offer reasonable accommodations during the application process. We also employ data and analytics technologies, such as artificial intelligence, to analyze and process information provided to us or third parties during the application process.