Director, Internal Sales Desk

The Director, Internal Sales Desk is a senior sales leader responsible for building and leading a high‑performing Sales Desk that drives distribution growth and delivers consistent, high‑quality pre‑sales support. This role oversees both Internal Wholesalers and Sales Support Specialists, ensuring a balanced model of proactive sales engagement and efficient service delivery across the pre‑sales lifecycle. The Director translates strategy into execution, develops talent, and drives continuous improvement in sales effectiveness, service quality, and operational performance. Key Accountabilities Lead and develop a high‑performing, multi‑tiered Sales Desk team Align Sales Desk priorities with distribution strategy and business goals Drive sales opportunity development and conversion outcomes Deliver efficient, scalable, and high‑quality pre‑sales support Establish disciplined operations, service standards, and performance management Contribute to distribution leadership and cross‑functional initiatives Position Responsibilities Leadership & Team Development Lead, coach, and develop Internal Wholesalers and Sales Support Specialists with clear roles, expectations, and performance outcomes Build a strong team culture focused on accountability, collaboration, and continuous improvement Implement targeted development programs to strengthen sales capabilities and technical/service expertise Establish clear career pathways and succession planning across roles Sales Execution & Opportunity Management Translate distribution strategy into actionable Sales Desk plans and priorities Drive proactive sales activity, opportunity identification, and pipeline development Provide oversight on complex cases, proposals, and engagement strategies Optimize collaboration between Internal Wholesalers (sales development) and Sales Support Specialists (case execution) to improve conversion and client experience Sales Support and Service Delivery Oversee end‑to‑end pre‑sales support, including inbound inquiries, case coordination, illustrations, and product support Establish and manage service levels, response standards, and quality expectations for all support activities Ensure consistent, accurate, and professional interactions with internal and external stakeholders Manage workflow, capacity, and case distribution to support high‑volume activity efficiently Monitor service metrics such as turnaround time, quality, and responsiveness and drive continuous improvement Organizational Leadership & Governance Serve as a key member of the Distribution Management team and Sales Leadership forums Contribute to enterprise planning, decision‑making, and cross‑functional initiatives Act as a trusted advisor to senior leaders on Sales Desk capabilities and performance Operational Excellence Oversee daily Sales Desk operations across sales execution and service delivery Define and optimize staffing models, workflows, and resource allocation Implement performance metrics and reporting across sales and service functions Drive improvements in tools, systems, and processes to increase efficiency and scalability Subject Matter Expertise & Stakeholder Partnership Partner with Sales, Product, and Distribution leaders to align priorities and execution Act as a key liaison between field sales and internal support teams Provide insights to inform business planning, process improvements, and system enhancements Contribute to distribution strategy, planning, and leadership forums Communication & Enablement Ensure clear, consistent communication across Sales Desk and stakeholders Lead training on sales campaigns, product updates, tools, and processes Equip teams with the knowledge, resources, and messaging needed to perform effectively Required Qualifications Bachelor’s degree or equivalent combination of education and business experience 5+ years of progressive management and sales leadership experience Life and annuities experience preferred 7+ years of experience in insurance, financial services, or a closely related distribution environment Demonstrated experience leading cross‑functional initiatives and managing complex priorities Required licenses: Life and Health Competencies: sales leadership and execution, talent development and performance management, service operations and process optimization, business acumen and analytical thinking, stakeholder influence and collaboration, change leadership and continuous improvement, strong communication and decision‑making Equal Opportunity Statement Manulife Financial Corporation is a leading international financial services provider. It 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. #J-18808-Ljbffr Manulife Insurance Malaysia