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 course + Requires 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 orientation + Proficiency in MS Office notably MS Excel **Preferred Qualifications:** + Preferably with Basic LOMA course taken and passed + Continuous Improvement Orientation + Strong analytical skills + Excellent communication and interpersonal skills + Strategic Thinking and Process Innovation + Conflict Resolution and Escalation Management + Operational Discipline and Accountability + Leadership 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. **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Modalidades de Trabajo** Híbrido