Customer Service Representative | Halifax, NS | Oct 25, 2018
Awful work environment and management
Started working there, was pretty excited for a start in a career with Manulife Bank/Financial and it seemed alright but noticed a lot of people coming and going... and I mean a lot. Kind of made me wonder what was the issue there but I soon came to find out. (Which is why you constantly see adds from Manulife themselves and recruitment agencies on here for the Customer Service Roles 265 days a year). They pick and choose favourites and backstab their less favourite employees. Employees will wake up in the morning, come to work thinking they’re doing great at work and have a casual every day conversation with their manager then next thing you know you never see them again because they get blindsided by their managers and get a call once they’re home from their job that day saying to NOT return the following day without any explanation whatsoever. I will never understand why they can’t sit them down and speak to them at work but most stories I hear are from employees getting home from a good day and receiving calls telling them not to return.
All they care about is their “numbers” when it comes to their calls per hour/day etc and do not consider ANY illness or anything whatsoever as a proper reason to miss a day of work even with doctor notes. Also a very clicky atmosphere, managers talk behind most employees back to the supervisors and other of their favourite employees on lunch breaks. Very unprofessional and miserable place to work.
You have to get used to customers
ConsEverything but cafeteria food
Customer Service Representative | Halifax, NS | May 25, 2019
Customer Service Professional aka call centre (D2D banking & investment)
Honestly, not the best company to work at when it comes to being the bank teller. Manulife customers are so racist in an obvious way on the phone. I’ve had lots of clients hanging up on me just because of my name or saying slowly “do you understand what I’m saying?” just because I have an accent. I have studied in Canada my university life for 5 years and then a Manulife customer comes and disrespects me like that as if I just came to be a bank teller from the steers without getting any sort of training. Also, when you hesitate a little bit on the phone customers will be rude to you as if you just rolled out of your mom’s uterus knowing how to do banking.
The whole experience was just feeling like a slave to be honest. You get lectured if you are over your break even for 2 min or leaving work 5 min early. Whoever on a contract is not treated with respect from agency, Manulife or customers. Disregard all of the good comments about Manulife, I’m telling you here the ugly truth that you will see once you’re inside the company.
They’ve got a white board that reads “Share your humanity” that they don’t even share with their employees in any way.
I feel free and happy after leaving this job, it was a nightmare to me and I left by choice. I was honest to my supervisor the day I left, it’s the customers that make people leave this job. Manulife customers don’t have respect to client representatives in any way unlike other banks. The other banks such as TD or RBC and so on are g
ConsCustomers, employers, favoured individuals, hypocrisy, no humanity, timecard, disrespect, unworthy
This company has great benefits, great management great coworkers. It's overall a pretty good gig. However the direction they're moving in is disastrous. They no longer care about their employees. They give you 10,000 per year for mental health services instead of making the job less stressful overall. They know people won't have time to actually use those services but they get to show off how much they care. They would rather stretch out the energy of their current workers as much as possible until they quit or move somewhere else, rather than just hire more people and create a better environment for the costing employees.
If you stay in the call centre you can expect to get trained on advanced contracts within a year or two, and you'll only get the standard inflation based raise even though you now have to take more calls than before. They are stats focused, although it is only an issue if you're really struggling hard. Management seems like they're only there to get sat on by the higher ups. Upper management just makes decisions without any care in the world and then forces the supervisors and managers below to take the flak for it. They pretend to care without actually caring.
They are moving toward a more traditional call centre environment eith contract workers instead of permanent employees. They don't want people sticking around because you're only valuable for the first year or two. After that you realise that "peak" season is actually just the entire year and you
ProsGood benefits, good pay, lots of vacation time, free coffee and stuff
ConsNonstop calls, high stakes calls (health insurance), stats pressure, constant peak hours, limited chances to take vacation, rotating shifts
Great place for start of career, but move on if looking to grow.
Great place to start your career in various areas of finances. However, if you’re mid-career you’ll probably end up taking pay-cuts and seeking advancement elsewhere in the end. The company takes great strides to foster inclusion, organizes team culture and educational events. They have many internal resources available on regulations and specifics of the industry. They’re very well set up to respond to changing circumstances (e.g., start of the pandemic) & remote work. They are quick with their hiring process. On the down-side, the high employee turnover leaves those who remain with unsustainable workloads, overtime you won’t be compensated for, becoming almost impossible to take vacation if you require specific dates, with previously approved vacations being re-negged due to staff shortages. Yet, the company takes no meaningful steps to mitigate the exit of employees. Many knowledgeable, seasoned staff left for the competitors because they now also offer remote work options. Career advancement and internal learning opportunities are few, depending on your interests, not all departments offer remote work, when the area’s financials are on the decline, they start cutting jobs, which further exacerbates the workload issue.
In summary, if you’re looking to get your feet wet in the industry, this is a great place to start at. If you are looking to grow, have diverse responsibilities, learn new areas and tech, move on.
Prospositive culture, working from home.
Consunsustainable workloads, unpaid OT. If you’re looking for variety of challenges, setting up own processes and trouble-shoots, learning different aspects of your area, that’s not part of the job. You can seek out those opportunities on your own, & they’ll be happy should you share your expertise, but prepare to not be compensated for it.
I worked with an amazing group of people passionate about what they do. We had an inspiring boss and I felt extremely proud of my career and my ability to share that enthusiasm with clients. We were given a lot of responsibility and autonomy coupled with lots of support to achieve our goals. Our boss made the day fun, gave lots of positive feedback and worked just as hard as we did, setting a great example. We all had an extremely solid work ethic. I often worked for several hours on my day off - sometimes just to be around the positive energy of a busy store during peak season! I loved seeing jewelry the likes of which most people never are allowed to handle and see - pieces upwards of $500,000. I learned a lot about jewelry which is my passion. We received extensive training and I was fortunate to work with someone who is a gemologist happy to share his knowledge. I learned that I love making people happy, am able to quickly build rapport with clients and am very good at seeing a sale through to the end complete with support documentation. It was exciting to take part in special events which we often had: celebrity guests, special trunk shows of exquisite pieces of jewelry and timepieces. It's difficult to find anything negative about working at Birks, Edmonton except, possibly, and the long hour standing, sometimes when it's very slow time does drag.
Prosbeing exposed to incredible, breathtakingly beautiful and expensive jewelry. Being professionally trained.
ConsI work most weekends. Stand for long periods of time.
Good environment, wonderful colleagues & good benefits
It seems the hardest part of my job was communicating with other departments. Making any modification to an insurance contract was always the worst, a very exhausting task that required considerable amounts of time from my day.
Working out of the Montreal office, most of our sales and in-force contracts are in French, therefore it is always easier for departments in other parts of the country to make mistakes when changing or correcting the wording of contractual clauses or proposals. Also, the fact that certain parts of the process take place in countries of South-East Asia makes matters a bit more complicated at times. A great part of my time was spent proof-reading and re-submitting change requests.
At the same time, the most enjoyable part of my job was also dealing with my co-workers from all over the world. Company spirit was always at an all time high and dealing with so many motivated people made the hardest parts of my job a little more bearable. Every one at the company is keen on delivering the best product and providing above average service to each of our clients. Management provides the necessary tools to balance work and family life and new job opportunities inside the company are always near.
ProsPossibility to work from home a few days a week, good benefits and good pay.
ConsOutdated computer programs, outsourcing of some tasks to other countries.
Fullfilling, rewarding and highly enjoyable. I was my own man.
The Bank is a very satisfying place to work at.
My typical day started by reviewing my spread sheet to see the priorities I had organized. Followed by phone calls on routine issues. Next, I made calls to confirm appointments one or two days in advance. In the afternoon and early evening I attended client and/or prospect meetings.A part of the day was dedicated to marketing. I called on contacts in the hard market, endavoured to get leads in the soft market and did cold calling.
I learned organizing crowded days. I learned marketing. I took a number of books from the library and studied or updated myself on the subject. I enjoye dealing with people, the key is: listen, listen and listen!
Management was highly supportive, without being hard handed. The co-workers were without exception, helpful and many beacame friends.
The hardest part of the job was to deal with declines. At times I was able to find alternative solutions.
The most enjoyable part of my job, was the "thank you's" I received from satisfied clients in the form of many refrrals to their relatives, friends and co-workers. I even receive yearly birthday cards from a few clients.
Prosexcellent benefit plan and indevidual recognition on a national basis for outstanding performance.
Consthe work load is high, because working from home - my days at times became seven am to tenpm.
Work at your own time.Excellent training.Generous commissions & awards
A typical day would involve reviewing all client records, calling all those need to be reminded on premium payment dues, calling prospects and setting appointments for the week and organizing the client's files ensuring that all policies are updated. I have learned much about financial investments and the value of all types of insurance according to the individual's or family's needs. Management has been very generous in giving out commissions and other benefits. Training has been challenging but very useful. I have since applied for personal as well as at my other jobs the training i learned at Manulife and up to this day I am really grateful for it.My co workers were very supportive and inspirational, helping me achieve my goals in the insurance business as well as in my personal life. They have become long time friends even after i resigned.
The hardest part of the job is when quotas increase every year and become very challenging to reach. The most enjoyable part of the job is that you manage your own time, you are your own boss, and your earning capacity is in your own hands.
Proswork at your own time. generous commissions and awards. training is one of the best
Up till recently, would have rated 5 stars across the board.
There are multiple major initiatives under way on digital transformation and cost cutting. Everything said at the top from the CEO sounds great, but those tasked to implement are making decisions that seem to contradict their mission to make decisions easier and customers' lives better.
An IT Career Framework aimed at consolidating the number of job titles within the company, made sense, but so poorly executed. Was given a title that made no sense. Before it could be changed to reflect the work was actually doing got re-org'd to something else with no say. Many employees expressed concerns, had questions on their new titles, about impacts to bonuses and compensation, only to be told the canned "go to HR" response.
Training for IT professionals consist of online courses, and an in-house university week designed to make everyone supposedly engineers. If you're stuck in a bad group, you will have no opportunities whatsoever.
Most of the roles in the framework are not actually in the future working model of some segments, setting employees up for failure
There is constant reorganizations and cuts, work environment is toxic.
ProsGood Benefits, Work from Home Flexibility, Good Corporate Citizens
Customer Service Representative | Halifax, NS | Jun 29, 2020
Great place to work and further your career
I enjoyed working for Manulife Bank and trust. They were fair and caring of their employees. They offered work from home if you need it . Time off was not always available when you needed it as this was a call center environment and availability was determined on call volume. You could take the time you needed for personal appointments and make the time up before or after that time .Most people start with a job agency but soon became full time hires if they show they are able to perform the job well. In the building there is a full cafeteria with hot lunches and amazing coffee. Each floor also provides a kitchenette with access to Kurig machines and hot water for tea. security is always at the location and you are provided a badge for entry of the building, this gave me a personal sense of security. There are also cameras in the parking garage as well as the parking lot. All areas are well lit. All in all it is a great place to work and it offers many ways to enhance you work experience and advancement to further your career in banking.
• Started off in getting new clients by cold callings, canvassing, door to door visiting and introducing them our services that we provide.
• Contacting potential clients and setting up meetings, either within an office environment or in clients' homes or business premises;
• Conducting in-depth reviews of clients' financial circumstances, current provision and future aims;
• Analysing information and preparing plans best suited to individual clients' requirements;
• Planning and recommending suitable plans based on clients' needs after gather information from clients.
• Researching the marketplace and providing clients with information on new and existing products and services;
• Documentation and forms filling for the insurances and/or investment applications.
• Liaising with insurers' account managers to get underwriting issues settled as well as with different bankers on the bank mortgage loans packages for clients.
• Request for initial quotations for clients from different insurers. (More for General Insurances category.)
• Arrangement of medical appointments for clients who required medical checkup for insurance applications.
• Claims processing and follow up to make sure claims in order and processed for clients.
• Regular contacts and follow up with clients.
What I learnt: Along these years as a consultant, I've built up my interpersonal skills and patience on how to communicate better with others despite of my introvert character in the beginning
The company welcomes young professional and gives chance for career growth. It also has Billiards and XBOX for recreation of its employees.
We have a 5 day workweek from Monday to Friday. It starts at 9pm-6am. Work starts by opening the apps needed in viewing the claims
of the insured member and provider of the service. Should be skilled
specially in typing the correct data to ensure the correct benefits for
the claimants. Should check the correct plan and id number, claim
amount, service rendered, etc. I learned that for a bginner, I should focus on the quality and in due time, speed in processing will come
when you become familiar on processing. Managemant are very supportive. They even provide trainings to improve our skills in typing,
in MS Excel and anything related to work that will help us in our
career growth. Our co-workers are also responsive and caring and they showed it by helping us to learn fast in doing our daily task. They also share their experiences in processing the claims. Hardest part is when there's so many volumes and we need to just process the whole day and the only rest is our 90 minute break but it helps me a lot in learning to be patient even if there's a lot of pressure for us to met our targets but with good quality. We even rendered an overtime during our restday just to deliver the expectations of our client. Godd thing is I have experienced those overtime on my previous job(accentue). The most enjoyable part is the recognition of the management on the performance of each one of us and the team building provided by the company.
ProsFree gift certificates, pizza party
Consadjust on body clock because we work on a graveyard shift.
Manulife Malaysia is a good and above average company in general. The top management is being run by Manulife Hong Kong, and Singapore (Asia Pacific regional office)
Overall - staff salary is competitive in Malaysia insurance industry.
Staff benefits is considered good in general. e.g. staff loans for housing and car loans. Staff compensation package is reviewed yearly after market salary survey.
The working culture is rather less closer and less communication between management and staff. less human communication skill between management and his staff. less human touch. most communication via email. less discussion among team member
Training and development for staff less focus.
Good working hour which is flexible with 3 group of working hours. staff is given opportunity to choose his or her working hours dally.
Staff is being rewarded well with good bonus, better increment rate.
I am given good opportunity to head the overall Workday GHRMS system for Manulife Malaysia. Work together with Manulife Hong Kong, Manulife Canada project team member together with other Manulife in Asia Pacific. Satisfied with the overall project implementation with frequent weekly review on project. Good
Prosgood working hours, given job oportunity for HR projects
Consless communication between management and employee
Questions and answers about Manulife
What benefits does Manulife offer?
Asked Mar 28, 2019
No benefits. They say they offer mental health benefits but we don't have time to even use them. It's just a proof that they care about their employees but they don't.
Answered Sept 8, 2021
Nothing more than any other employer would offer.
Answered Apr 27, 2021
How did you get your first interview at Manulife?
Asked Nov 19, 2018
Through applying on the website.
Answered Sept 8, 2021
Responded to a job advert.
Answered Jul 20, 2021
What are the working hours at Manulife?
Asked Nov 18, 2017
Job hours are 9 to 5 like every company though core hours for meetings tend to be 10 AM to 4 PM. They have also implemented a work-from-home policy which greatly allows for personal flexibility.
Answered Oct 23, 2019
Investment Advisors work typically from 9 to 9 Monday to Thursday and on fridays it’s 9 to 5. We have long hours because our job requires high level of commitment and the Management and Seniors are very helpful.
Answered Apr 2, 2019
Does Manulife allow for flexible working hours? Or are the hours set?
Asked Jan 7, 2019
Set hours, rotating schedule for the call center.
Set ours outside of CC
Answered Apr 27, 2021
Flexible work hours are available.
Answered Dec 18, 2020
Why would you want to work at Manulife Securities Inc?
Asked Sept 11, 2017
Very challenging and interesting place to work in communications.