We take action to minimize our operational footprint to lessen our environmental impact and reduce operating costs — helping prepare our business for a sustainable path forward.

• Real estate: As the transition to a net zero economy advances, investors and regulators are striving to manage the built environment as efficiently as possible to reduce emissions and meet global climate goals. Across the global Manulife Investment Management Real Estate portfolio, we have energy reduction targets, as well as targets for water use, waste diversion, and GHG emissions reduction. We have set a GHG reduction target for our global real estate portfolio of 80% by 2050, using 2018 as the baseline.
• Forests and farms: Manulife Investment Management Timberland and Agriculture is focused on managing forests for positive climate impact. The responsible stewardship and management of our forests and farms contributes to our climate goals. Natural climate solutions (NCS) are critical to climate change mitigation and use nature’s climate benefits to address the global warming imperative. Through our plants and soil, Manulife’s terrestrial ecosystems absorb and store more greenhouse gases than our operations emit on an annual basis. Manulife Investment Management-managed forests and farms can also be a source of emissions, through aspects such as fuel combustion to operate heavy machinery, application of fertilizers, and powering of processing facilities. Focusing on climate impacts means going beyond carbon removal and actively working to identify new opportunities for abatement of absolute emissions in our forestry and farmland operations.
• Occupied corporate real estate: Manulife occupies significant corporate real estate around the globe. Where we occupy buildings managed by Manulife Investment Management, we leverage the strengths of our property managers. Corporate Real Estate works closely to ensure GHG reduction strategies form part of the capital planning for our corporate sites.
  • Green leases: We also occupy leased properties, which means we can influence our landlords to green their spaces. We incorporate sustainability into our leased space selection process. This enables us to choose the best performing properties and open a dialogue with prospective landlords on how we can collaborate to achieve environmental outcomes.
  • Energy efficient design: Our workplaces are in a continuous state of improvement. Energy efficient design is an important principal in the development and implementation of major projects in buildings where our employees work.

For an overview of Manulife’s Climate Action Plan, please visit Climate change.

Being part of the sustainable solution

• As a global life insurer, we understand the connection between our environment and human health. As an investment manager, we are in a position to build dedicated investment strategies that address the issues of climate change and offer nature-based solutions to mitigate climate change through forests and farms. We are accelerating the pace of innovation around developing products that both solve customer needs and help create a more sustainable future.
• Where appropriate, we are collaborating with asset management peers on key issues, including climate, and are demonstrating asset manager support for responsible investment
• We are encouraging the adoption of sustainable business practices in public markets, promoting action that enables sustainable long-term growth and reduces the potential impact of material sustainability risks over time 
• We are contributing to a growing body of knowledge on the impact of climate change on human health, strengthening our ability to respond to client needs

For an overview of Manulife’s Climate Action Plan, please visit Climate change.

• Preserving our natural resources is critical to the well-being of future generations. Biodiversity is at the heart of a healthy environment. At Manulife, we believe in safeguarding forests, wetlands and natural habitats where biodiversity thrives.
• Biodiversity is an element of our overall ESG integration framework and we are committed to the protection and restoration of biodiversity through our financing activities and investments.
  • Asset ownership: Biodiversity is one of the factors included in the General Account’s assessment of overall environmental risks and opportunities as a component of the underwriting and monitoring of our investment portfolio.
  • Asset management: Biodiversity is an element of our overall ESG integration framework and we are committed to the protection and restoration of biodiversity through our financing activities and investment. In the forests and farms Manulife Investment Management manages, we operate in a way that responsibly manages land and protects sensitive lands and biodiversity through stewardship practices. This includes protection of watersheds, habitats, and critical wildlife, such as bees, squirrels and salmon. In our owned and operated real estate, we seek opportunities to enhance biodiversity in the urban environment and we have partnered with organizations.
    • Manulife Investment Management was a member of the informal working group for the Task Force on Nature-related Financial Disclosures (TNFD), working to develop the scope of that endeavor to deliver a risk management and disclosure framework for organizations to report and act on evolving nature-related risk. We have pledged our continued support by becoming part of the TNFD Forum, a multi-disciplinary pool of supporters the TNFD can be used to develop standards. In addition, we are signatories to the Finance for Biodiversity Pledge, which included joining several working groups tasked with developing appropriate metrics and stewardship activities in support of commitments to biodiversity and nature by asset managers. By signing onto the pledge, we’ve committed to collaborate and engage with companies on biodiversity and assess our own biodiversity impact. This will enable us to set targets and disclose appropriate reporting on biodiversity aspects by 2024.

For an overview of Manulife’s Climate Action Plan, please visit Climate change.

As part of our Impact Agenda, we are dedicated to advancing positive, measurable social and environmental change.

Through our community investments, we work with organizations to foster healthier, more inclusive communities across our three interconnected strategic focus areas to empower sustained health and well-being, drive equitable economic opportunity and accelerate a sustainable future.

We focus on removing barriers and empowering people in the communities where Manulife operates. In addition to programmatic funding, we also fund research to support innovative, cutting-edge ideas, to understand, address and promote sustainable change. And with the ongoing challenges of COVID-19 and natural disasters around the world happening with more frequency, we remain committed to helping communities respond effectively with resiliency and recovery resources.

Our strategy prioritizes investments to organizations that:

• Share a commitment to diversity, equity and inclusion, particularly through representative leadership and targeted programming to historically underserved communities
• Drive community-centred solutions, working collaboratively across sectors, aimed at innovative and scalable initiatives
• Demonstrate a holistic approach to the many aspects of well-being, including mental health, to improve and sustain positive outcomes over the long-term
• Utilize data to measure impact with key performance indicators and a commitment to reporting on progress

Our approach to community investment takes many forms, including direct funding and employee giving and volunteering, which leverage skills-based activities and matching programs. For more information, please visit:

• Manulife Canada Community Investment
• John Hancock Community Investment
• Hong Kong Community Investment

• Access to financial products and services, and improvements in financial literacy, can have a profound impact on people’s lives and their ability to prepare for their future.
• When we use our expertise and resources to advance financial inclusion and literacy, which empowers individuals, families and whole communities, we lay the foundation for economic prosperity that benefits us all. We promote financial inclusion through community investment and financial education programs, as well as a number of specialized products and services that make our offerings more accessible, such as affordable critical illness and health insurance products, digital insurance products, and mobile banking solutions.

A diverse, equitable and inclusive culture nurtures innovation and attracts and retains the best talent, which helps us deliver better customer solutions and a greater impact on the world. Our global Diversity, Equity and Inclusion (DEI) aspiration is to cultivate a diverse, equitable and inclusive workplace in which all employees are inspired to bring their authentic and whole selves to work. Manulife is passionate about this initiative as it enables employees to thrive personally and professionally while also providing the best service to our customers, business partners and communities.

Our DEI strategy focuses on three pillars:

• Talent – diversity at all levels in the organization that is reflective of the communities we serve
• Culture – employees thrive because they belong and can bring their authentic selves to work
• Community – strong partnerships and DEI support in the external communities in which we live, work and serve

Learn more about DEI at Manulife here.

• Ethical business practices and good governance are integral to our legacy and long-term success. Achieving this requires a commitment to integrity and consistently high standards from all partners, including our vendors.
• We support businesses owned by women, racial and ethnic minorities, persons who identify as LGBTQ+, veterans, persons with disabilities, and Indigenous Peoples as part of our efforts to reflect the diversity of the communities in which we operate.

In the United States, we are a founding member of the Pacesetters initiative, a partnership established by the Greater Boston Chamber of Commerce in which large and mid-sized companies and anchor institutions use their collective purchasing power to create opportunities at scale for local businesses owned by members of ethnic minorities. John Hancock has a dedicated supplier diversity web page to encourage diverse suppliers to pursue opportunities with us.

• Talent attraction and retention: To find the talent we need to deliver on our strategic objectives, Manulife’s core approach to talent attraction is focused on building enhanced pipelines to entice top candidates in the market. We are focused on delivering innovative ways to engage candidates with a personalized experience. We strive to show candidates that we are committed to help ensure they can bring their whole selves to work and to help them imagine what they can achieve as a Manulife employee.
• Training and development: We are committed to creating a workplace that offers unlimited opportunities for employees to realize their career goals. Employees want to work for an organization they believe cares for them, values their perspective and contributions, invests in them and gives them flexibility to deliver great work. Whether it is working abroad, exploring a new career direction, or simply progressing in their chosen field, we help our employees reach their full potential through focused development programs and online resources. We provide employees with opportunities for learning and development at all stages of their career. In addition to on-the-job training, mentoring, coaching, in-house programs and online learning resources, Manulife often subsidizes the cost of continuous learning and examinations as employees pursue their learning and individual development plans.
• Engagement and recognition: Our ability to engage the best, diverse talent is critical to retention. As individuals are focused on working for organizations that align with their values, we believe our culture gives us a competitive edge.
  • Listening to our employees. We facilitate employee listening through a variety of platforms and channels. There are two formal employee surveys conducted each year: a full survey in the fall which asks questions directly related to employee engagement, and a short, targeted pulse survey in the spring.

One of our most important priorities at Manulife is supporting the health and well-being of each one of our employees around the globe. We strive to create a culture of well-being that supports the diverse nature of our workforce. Supporting our employees’ health, safety, and well-being means:

• Protecting the health, safety, and well-being of our employees, including ensuring compliance with legislative requirements
• Providing employees with flexibility when it comes to their benefits and wellness choices
• Supporting the evolving needs of our employees

Our employee programs cover a wide array of benefits plans with options that employees can tailor to their individual needs. Some of our benefits and wellness programs include:

• Health, dental, vision, short-term disability, long-term disability, and life and accident insurance coverage
• Retirement savings plans 
• Care and support for employees with cancer
• Extra Personal Days for employees to use during each calendar year

• Mental health support and benefits
• Family friendly benefits for families of all kinds and family planning
• Flexible work programs following a human-centred approach
• Access to industry-leading expertise and financial products to help employees optimize their own financial planning
• Healthy workspaces, including healthy food options in cafeterias and amenity spaces supporting wellness at several locations.

Manulife’s Global Health and Safety Program is designed to protect employees from injury and occupational disease, promote physical and mental wellness, prevent violence and harassment in the workplace and to help ensure compliance with the occupational health and safety legislative requirements that apply to us. Commitment to health and safety is an integral part of the operation of Manulife and involves the co-operation and support of every individual within the Company.

• All employees have a responsibility for fostering a healthy and safe working environment:
  • Senior management is responsible for enforcement of Manulife’s Global Health and Safety Policy and for ensuring that Health and Safety Committees are established as required by law. All leaders are held accountable for the safety of employees under their supervision. This includes ensuring that equipment is safe and that employees work in compliance with established safe work practices and procedures
  • Employees are expected to take ownership of their safety and are encouraged and empowered to report any concerns. Every employee must take responsibility for personal protection by complying with all Company operating procedures pertaining to health and safety. As well, as contractors, sub-contractors and their workers will be expected to meet the Company’s Health and Safety Program requirements
• Our workplace health and safety policies and programs prioritize prevention, monitoring of our health and safety procedures and training. To develop a culture where employees value the health and safety of themselves and others, we provide employee education, including health and safety training, first aid training for health and safety committee members and preventing discrimination, harassment and violence in the workplace training.

• NPS: Delivering great customer experience starts with listening closely to our customers, learning from their signals and cues and responding quickly with action. Through our Net Promoter System (NPS) system, enabled in all of our business globally, we collect real-time feedback from customers at all key moments of interaction. This transactional feedback is delivered directly to the teams that are empowered to take steps to fix or change the customer experience. We are continually maturing our NPS system, ensuring we have the best coverage across key touchpoints and the right people in place to act on real-time feedback.
• Customer complaint resolution: : We are committed to providing high-quality service and products to assist customers in making better financial decisions. If customers have questions or concerns, we see it as our responsibility to respond promptly, accurately and with the utmost courtesy. Our websites outline complaint resolution processes in each region. The Audit Committee annually reviews the procedures for dealing with customer complaints

• Customer well-being: Manulife is at the leading edge of behavioural insurance, a shared value approach to life insurance that encourages customers to take small steps every day towards living longer, healthier, better lives.
  
  • When customers live longer, healthier lives, it is good for them and for their life insurers, while society benefits as a whole — it is a primary example of bringing the principles of shared value to life.
  • Whereas traditional insurance policies are priced based on a limited snapshot of a customer’s data (e.g., age, smoking status, gender, basic health indicators) at the point of purchase, this new type of insurance provides financial protection and rewards customers with premium savings and other benefits when they make healthy lifestyle choices.

We offer five behavioural insurance products: Manulife Vitality and Manulife Vitality Group in Canada; John Hancock Vitality and John Hancock Aspire in the U.S.; and ManulifeMOVE, delivered through the MOVE app, in select markets in Asia.