implementation specialist

John Hancock

Call centres are stressful, no matter how you dice it or slice it.  This company sets up difficult goals to attain in order to move on to more menial tasks that provide you little variation from your regular job.  Moving up or around takes a lot of schmoozing.  They say they base it on your performance, but I have found that many times it depends on how much you are liked.  Workwise, they suck the life out of you.  When you're done for the day, you are literally dragging yourself out of there.  Oh yes, they also pretend to tell you when you can and cannot go to the bathroom.
What I learned is to always keep things in written format and keep all your emails because you will need to prove your point six months down the road.
The best part of this job is your colleagues.  Everyone there is great and they stay because they either cannot find something else, are comfortable or are close to retirement and they don't wanna lose what they have built up (even though they are not happy with the environment).

This job wasn’t for me. Very stressful and fast paced. The pay is good but the days go by slow. The training is long and when you actually start taking calls you realize you only learned a fraction of what you need to know. The support you call are helpful but half of them are very rude and make something that’s already stressful even worse. Wouldn’t recommend this job if you don’t have thick skin, customers can be very rude and swear at you and you are not allowed to hang up. Also, it was dealing with American clients only and their 401k’s. They teach you a basic knowledge about them, but it felt like you needed to know a lot more about how everything works because clients would ask a bunch of questions that you don’t learn in training. You also don’t get any Canadian holidays off, only ones that are shared with the USA.

The main company is Manulife Financial.  John Hancock Life Insurance ( USA) was purchased by Manulife Financial and John Hancock business continued under that name. Besides having the office in Boston, USA,  a major part of John Hancock's work was handled here in Toronto.

The management were experienced and professional and were great to work with. The peers were awesome too. 
For the last three years, was under the " work from home" programe.

Do miss working at Manulife Financial/John Hancock Life Insurance Co.

What is the best part of working at the company?
Full time, Work from home
Decent hours

What is the most stressful part about working at the company?
Lack of training, lack of support, lack of resources, long hold times for the helpdesk

What is the work environment and culture like at the company?
Average
Typical work from home culture, days in the office were lonely

What is a typical day like for you at the company?
Typical day answering phone calls about investments, retirement savings, cashing RRSP’s, etc.

Colleagues are threatened by robotics, automation, outsourcing, which naturally does not contribute to a healthy work-life balance.
The tendency is to hire based on attitude and not the skills.
My personal observation, the selection favors people who need ladders, not rock climbers. 
Nepotism and favoritism are major hurdles. Bad managers hire and promote very, very bad employees. There are rare exceptions in management, however, definitely not a given.

I have nothing good to say about JH. Stressful, unhealthy, no work/life balance, poor management, no sense of achievement, you will 100% be bullied by external and internal contacts, your voice will not be heard and they have an unsustainable expectation of completing an overwhelming amount of work that you will never be able to accomplish while you are still being told to do more. You will be told what your main tasks are while expected to do an impossible amount of sub tasks. If you want to feel burnt out then take this job.

This is a large and established corporation with a rich history, which tends to have more conservative values.  However, it is also progressive and in recent years, greater efforts have been made to allow more flexibility in the work environment with the implementation of work from home solutions.
The company is demanding and the experience is rewarding, but the people are great to work with!

The team members and management are great! I come from a sales background and this job is 100 times better with great pay. They also offer lots of job advancement opportunities in my current location as well as multiple other provinces and even in select countries.
Definitely jump at the chance of working here of you see a job listing.

Good pay and benefits and positive opportunity for advancement, but the culture is absolutely toxic. Sheer apathy from management, employees set up for failure and little to no communication. 

Busy varied role within a fast paced business unit.  I began my career with this business as a Customer Service Rep and left as a Manager.  Management was fairly directive with little opportunity to be part of developing the strategy.  Most enjoyable were the great people I worked with.  Work can be very routine.

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