Manulife

• Developing and maintaining standardized product management frameworks, workflows, and tools. • Expertly translating goals, managing stakeholder expectations, and aligning diverse teams through compelling narratives and data-driven insights. • Comfort with data to define KPIs, analyze trends, and identify levers for operational improvement. • Supporting road mapping, prioritizing product portfolio activities, and facilitating data-driven decision-making. • Ensuring smooth coordination between engineering, marketing, sales, and support for product launches. • Managing product analytics to track performance, user engagement, and feature success. • Leading change management and adoption by supporting the rollout of new tools, workflows, or policies.

• facilitate sale of mortgage solutions while Mortgage Specialists are out-of-office • provide out-of-office coverage ensuring files flow through sales process seamlessly • responsible for decisions on deal qualification and submissions • manage desk of MS including emails and voicemails • package documents for mortgage applications • maintain client engagement throughout mortgage process • identify cross-sell opportunities for ancillary products • act as liaison between MS and all parties involved • ensure all parties are informed on file progress • mentor and train new Mortgage Specialists • assist MS/RVP/Manager with other mortgage processing tasks

• Providing consultation and appropriate mortality assessment of complex medical files • Interpreting laboratory and medical test results used to detect, diagnose, or monitor diseases that are seen in underwriting risk assessment • Participating in the continuing education of the JH underwriting team • Supporting research and development of manual updates with evidence-based research if needed

• Lead and approve security assessments for AI-enabled products, AI-bearing vendors, and third-party technologies • Act as the escalation point and named reviewer for high-risk and AI-related engagements • Define and continuously improve AI-focused assessment frameworks, including controls, evidence standards, and scoring models • Drive automation of assessment processes to improve efficiency, scalability, and turnaround time • Partner with TPRM, Procurement, Legal, Privacy, and Architecture teams to embed security into vendor selection and lifecycle processes • Provide expert advice on regulatory, legal, and third-party risk implications during solution design and vendor selection • Maintain audit-ready documentation and support regulatory compliance (e.g., OSFI B-13) • Produce risk reporting and insights for cybersecurity leadership • Monitor emerging AI threats and regulatory developments and integrate them into assessment practices • Mentor junior team members and support capability development

• Proactively develop, deliver, and communicate competitive case design strategies • Engage with sales team on application pipeline to optimize sales opportunities • Monitor competitive illustration requests and recommend actions to drive sales • Stay updated on competitor actions and provide commentary • Provide in-person illustration and case design support • Create material for “Competition Corners” and host calls with Distribution team • Ensure competition is represented accurately during product development process • Ongoing training & education with emphasis on case design expertise

• Proactively handle a dedicated caseload in compliance with specific service level agreements and targeted turnaround times • Actioning daily administrative tasks which include responding to emails and telephone calls in a timely manner • Assessing claims based on contractual, medical, and vocational barriers • Developing positive relationships through frequent collaboration with plan sponsors, plan members, treatment providers and internal partners • Writing letters to communicate pertinent benefit related information based on analytical reasoning • Demonstrating resiliency, emotional intelligence and compassion when listening and communicating with plan members

• Responsible for promoting a full range of Wealth Management solutions to Advisors • Provide proactive sales and business building ideas • Align Advisors’ needs with innovative technology, product and service solutions • Work with an External Wholesaler and Territory Coordinator • Accountable for sales growth and relationship management

• Develop new commercial mortgage opportunities through a referral model supported by internal bankers, independent financial advisors, and other approved relationships. • Build and maintain a robust pipeline of qualified lending opportunities across the assigned market, with a focus on profitable and risk-appropriate growth. • Pre-qualify prospective borrowers and transactions by reviewing financing needs, borrower strength, property fundamentals, cash flow, leverage, and overall fit with lending guidelines. • Analyze client & property financial statements and information, appraisals, and other due diligence materials required to assess credit quality and structure recommendations. • Prepare complete, well-supported credit submissions and present recommendations in accordance with internal policy and applicable regulatory requirements. • Negotiate loan structure, pricing, terms, conditions, and required security in a manner that balances client needs with sound risk management and portfolio objectives. • Coordinate with internal stakeholders including underwriting, credit, legal, funding, and administration teams to move approved transactions efficiently from commitment through closing. • Serve as the primary relationship contact for clients and referral partners throughout the full lifecycle of each lending relationship, from origination through renewal, amendment, and discharge where applicable. • Maintain accurate pipeline, portfolio, and client records, ensuring timely follow-up, documentation tracking, and compliance with service standards. • Support retention and cross-sell opportunities by identifying additional financing needs and maintaining a high level of client service. • Manage an assigned portfolio of commercial mortgage relationships on an ongoing basis, ensuring accounts remain in good standing and aligned with approved risk parameters. • Conduct annual client reviews where required, site inspections, and property visits as required to monitor performance, verify collateral condition, and maintain current knowledge of borrower operations and market conditions. • Track covenant compliance, reporting requirements, maturity dates, insurance, taxes, and other post-funding obligations, escalating issues as appropriate. • Identify early warning signs of credit deterioration and work proactively with internal partners and clients to resolve issues, mitigate risk, and protect the organization’s interests. • Maintain strong working relationships with referral sources by providing responsive communication, timely status updates, and a consistently professional client experience.

Role Description We are seeking a Private Lending Officer to join Manulife Bank’s Concierge Banking team, where you will deliver high-touch, white-glove service to high-net-worth clients across a broad range of lending and banking needs. This role plays a critical part in supporting our mission to provide exceptional, client-centric financial solutions by ensuring accurate, timely, and seamless execution of complex banking transactions and inquiries. You will collaborate closely with Concierge Banking, advisor partners, Operations, and Specialized Lending teams to deliver tailored service and drive strong client outcomes. This is an excellent opportunity to deepen your expertise in specialized lending and private banking while building strong relationships in a fast-paced, client-focused environment. Position Responsibilities - Transactional Support & Payment Requests - Process complex wire payments, fund transfers, and other transactional requests for private banking clients - Ensure accuracy, compliance, and timely execution of all client instructions - Sub-Account & Lending Inquiries - Support inquiries related to sub-account renewals, payments, rate changes, and maintenance - Provide guidance across lending products, including mortgages and Manulife One (M1) accounts - General Banking & Account Support - Respond to client inquiries including bill payments, account functionality, signing officer updates, and Interac e-Transfers - Assist with credit card inquiries, name changes, and GIC-related requests - Account Openings - Support Adva and Business Banking account openings for clients requiring personalized, concierge-level assistance - Fee Waiver Requests - Review and process fee waiver requests related to operational or banking exceptions - Relationship Care & White Glove Service - Deliver proactive, high-touch client experiences tailored to high-net-worth individuals - Identify opportunities to improve the client experience - Build strong partnerships across Concierge Banking, advisor partners, Operations, and supporting teams Key Accountabilities - Respond in a timely manner to advisor and client inquiries related to specialized lending (45%) - Serve as the primary point of contact for a specialized lending territory when the Concierge Banker is unavailable (10%) - Ensure accurate completion of specialized lending documentation by partnering with advisors, advisor partners, and clients throughout the full lending lifecycle—from application through funding (20%) - Actively participate in all sales team meetings and events (5%) - Identify and share cross-sell opportunities across business units (10%) - Develop a strong understanding of the market served to support business development and client acquisition efforts (10%) What Success Looks Like - Delivering consistent, exceptional service that builds strong client loyalty - Completing client requests accurately and within established service level agreements - Demonstrating deep knowledge of Manulife Bank’s product suite - Acting as a trusted partner to clients, advisor partners, and internal stakeholders Qualifications - Previous experience in private banking, lending operations, commercial banking, or high-net-worth client service - Proven experience handling complex financial transactions and client inquiries within banking or lending environments - Post-secondary education in Business, Finance, or a related field (or equivalent experience) - Strong understanding of lending products, banking operations, and client servicing best practices - Proficiency in Microsoft Office Suite (e.g., Excel, Word, Outlook) Preferred Qualifications - Experience with Manulife Bank products including mortgages, Manulife One (M1), GICs, deposits, and credit cards - Bilingual proficiency in English and French is preferred - Strong communication skills with the ability to simplify complex financial concepts - High attention to detail and accuracy in processing transactions and documentation - Demonstrated ability to manage multiple priorities and solve complex, non-standard client requests in a remote environment Benefits - Wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage - Adoption/surrogacy and wellness benefits, and employee/family assistance plans - Various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) - Financial education and counseling resources - Generous paid time off program including holidays, vacation, personal, and sick days - Full range of statutory leaves of absence Company Description Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better.

• Working in conjunction with select investment advisors and Manulife Guaranteed Wealth Solutions and Investment Sales teams in any of our distribution channels to provide case-specific consultative tax, retirement and estate planning expertise to clients and client professional advisors • Providing tax planning and financial solutions involving wealth/ investment products • Providing educational presentations and seminars to top-tier investment advisors regarding tax, retirement and estate planning opportunities utilizing investment products • Building local relationships with professional advisors through case-specific interaction and more generally through the provision of education regarding investment product application to complex tax, retirement, estate and business planning strategies • Assisting investment advisors and Manulife Guaranteed Wealth Solutions and Investment Sales teams and other Manulife staff in preparing proposals, presentations and customized numerical analysis for affluent/upscale individuals and business clients involving complex estate, tax, retirement and business planning • Providing federal and provincial tax information, legal/accounting information and interpretation to assist the development of sales strategies, programs and concepts in order to create new market opportunities and to increase sales results in affluent/upscale and business markets