Retirement POS Suspense & Reporting

Retirement POS Suspense & Reporting is responsible for managing end‑to‑end Point of Sales (POS) suspense activities and retirement reporting processes. This includes monitoring, analysing, and resolving suspense items, ensuring accurate reconciliation, timely reporting, and proper documentation in accordance with applicable regulations, internal policies, and control standards to maintain data integrity and operational accuracy.

The role plays a critical part in supporting reliable retirement operations by ensuring transparency, accuracy, and consistency across POS suspense handling and reporting. By working closely with internal stakeholders and exercising strong attention to detail, the role helps minimize operational risks, supports effective issue resolution, and contributes to overall service excellence and governance within the retirement function.

Position Responsibilities:

• Implement and execute DPLK & GS procedures within the POS area to ensure smooth and accurate operations
• Ensure customer needs are met in line with established Service Level Agreements (SLA)
• Conduct regular reviews of work processes, identifying opportunities to improve effectiveness and efficiency
• Monitor incoming contributions and ensure timely, accurate tracking
• Prepare and deliver clear reports for internal stakeholders and external parties
• Support continuous improvement initiatives to enhance service quality and operational performance

Required Qualifications:

• Minimum bachelor's degree (S1) in any discipline
• Minimum 2 years experience in customer service / contact center
• Strong customer service mindset with professional telephone etiquette
• Ability to multi‑task and work in a fast‑paced environment
• Good problem‑solving and listening skills
• Computer literate and detail‑oriented

Preferred Qualifications:

• Solid interpersonal skills to effectively build relationships and communicate with other

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.

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 .

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 .