Distribution Quality Business Intelligence Manager

The Distribution Quality Business Intelligence Manager serves as the dedicated business intelligence capability within Distribution Risk and Quality Control. The role supports the Line 1B oversight model by converting distribution quality, conduct, persistency, complaint, misconduct, and corrective action data into actionable insights, root cause analysis, early warning indicators, and management recommendations.

This role is distinct from MIS or traditional reporting. MIS provides information and reporting outputs, while DRQC Business Intelligence interprets information, explains why risks are emerging, identifies root causes and quality themes, recommends management action, and converts information into decisions. The role helps management understand what is happening, why it is happening, where risk is concentrated, and where action should be prioritized. It supports Governance and Assurance by providing evidence-based risk themes, heatmaps, analytical insights, and management-ready recommendations to strengthen sustainable distribution quality.

Position Responsibilities:

Distribution Quality and Business Intelligence

• Develop and maintain a Distribution Quality Business Intelligence framework across Agency Distribution.
• Analyze distribution quality, persistency, sales conduct, complaints, misconduct, replacement, policy alteration, and other quality indicators to identify emerging risks.
• Translate raw data into root cause analysis, business insights, and management recommendations.

• Identify recurring themes, systemic issues, concentration risks, and behavior patterns across region, branch, unit, leader, and advisor levels.
• Produce business intelligence outputs that support proactive risk intervention and quality improvement.

Root Cause Analysis and Early Warning

• Perform root cause analysis on deteriorating persistency, lapse trends, complaint concentration, misconduct patterns, replacement spikes, and other quality red flags.
• Develop and maintain early warning indicators for distribution quality deterioration.
• Build risk heatmaps to identify high-risk branches, regions, units, leaders, advisors, products, or behaviors.
• Recommend focus areas for Agency Governance investigation, field intervention, or management escalation.
• Support the monitoring of intervention effectiveness by comparing pre-action and post-action quality indicators.

In-Force Management and Persistency Intelligence

• Analyze in-force management indicators, including 3-month lapse, 13-month persistency, second premium lapse, conservation performance, and other relevant quality outcomes.
• Identify drivers of poor persistency outcomes and recommend targeted interventions.
• Evaluate whether persistency issues are linked to capability gaps, sales discipline, customer profile, product suitability, onboarding quality, or possible conduct indicators.
• Support management discussion on conservation, quality production, advisor behavior, and branch-level intervention priorities.

Management Decision and Support

• Prepare management-ready insights for DRQC, Agency Governance, Distribution leadership, DSRC, DistQAR, and regional stakeholders.
• Provide analytical evidence to support governance conclusions, assurance findings, and management recommendations.
• Convert risk themes into prioritized action recommendations for management consideration.
• Support governance forums by providing quality trends, root cause narratives, early warning indicators, and intervention recommendations.

Reporting Framework and Data Partnership

• Partner with MIS and data teams to obtain accurate, timely, and relevant data inputs.
• Ensure business intelligence outputs are accurate, consistent, and fit for governance use.
• Maintain dashboards, heatmaps, and quality intelligence views where required.
• Support DistQI, DistQAR, DSRC, and management reporting by providing insight narratives rather than purely data tables.
• Challenge data inconsistencies and coordinate with relevant teams to improve quality of reporting inputs.

Individual Accountabilities

• Own the Business Intelligence capability of DRQC under L1B oversight model.
• Provide root cause analysis, risk heatmaps, quality trends, early warning indicators, and management recommendations.
• Distinguish DRQC Business Intelligence from MIS by focusing on interpretation, root cause, risk themes, and decision support.
• Identify what is happening, why it is happening, and where management should focus.
• Support the Governance and Assurance Senior Manager in forming governance conclusions through analytical evidence and insight.
• Support Agency Governance by identifying priority areas for investigation, action, or intervention.

 

Shared Accountabilities

• Coordinate with Agency Governance on risk themes, action focus areas, and post-intervention monitoring.
• Partner with MIS to leverage available data and reporting infrastructure while retaining DRQC's responsibility for interpretation and management recommendations.
• Collaborate with Distribution Compliance and Risk Management on misconduct trends, quality indicators, risk thresholds, and governance reporting.
• Support the Governance and Assurance Senior Manager in committee reporting and management escalation.
• Work with the Distribution Quality Monitoring and Coordination Associate to align action tracking with risk themes and emerging issues.

Required Qualifications:

• 6 to 10 years of experience in business intelligence, analytics, risk management, MIS, distribution analytics, sales quality, governance reporting, or insurance distribution.
• Experience in interpreting complex datasets and translating analysis into business recommendations.
• Experience with distribution, agency, insurance, bancassurance, financial services, operational risk, quality management, or compliance monitoring is preferred.
• Experience developing dashboards, heatmaps, scorecards, early warning indicators, or management reporting.

 

Preferred Qualifications:

• Bachelor’s degree in business management, Economics, Finance, Statistics, Data Analytics, Risk Management, Mathematics, Information Management, or related field.
• Power BI certification
• Data analytics certification
• Business intelligence certification
• Risk management certification
• SQL, Python, Tableau, or equivalent analytics certification

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 https://www.manulife.com/en/about/our-story.html.

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 hr@manulife.com.

Working Arrangement

Hybrid