2016 Public Accountability Statement-Manulife Financial

TABLE OF CONTENTS Manulife Financial Corporation | 2016 Public Accountability Statement INTRODUCTION ECONOMIC IMPACT ENVIRONMENTAL IMPACT SOCIAL IMPACT TABLES MANULIFE BANK PUBLIC ACCOUNTABILITY STATEMENT DECLARATIONS Helping People Achieve Their Dreams and Aspirations TABLE OF CONTENTS Each year, our Public Accountability Statement presents the stories and INTRODUCTION statistics behind our efforts, as a responsible corporate citizen, to ECONOMIC IMPACT create shared value for our business and for society at large. It is a ENVIRONMENTAL IMPACT tribute to our many employees around the world who bring to SOCIAL IMPACT life our commitment to helping people achieve their dreams TABLES and aspirations. MANULIFE BANK PUBLIC ACCOUNTABILITY STATEMENT DECLARATIONS INTRODUCTION ENVIRONMENTAL IMPACT Rewards and Recognition 41 Table of Message from the President and Environmental Highlights 18 Diversity and Inclusion 42 Contents Chief Executive Officer 3 Spotlight: Climate Change 19 Q&A: Diversity and Inclusion 43 About Manulife 4 Responsible Investing 20 Our Stories: Employee Health and Awards and Recognition 5 Sustainable Real Estate 24 Wellness by the Numbers 44 Risk Management and Managing Our Operational Good Governance 6 Footprint 25 TABLES 45 Q&A: ESG Investing 27 ECONOMIC IMPACT Our Stories: Employees in Action 28 MANULIFE BANK PUBLIC Economic Highlights 8 ACCOUNTABILITY STATEMENT 49 Meeting Customer Needs 9 SOCIAL IMPACT DECLARATIONS 56 Spotlight: Innovation 10 Social Highlights 30 The Power of Analytics 11 Spotlight: Community Investment 31 Creating Shared Value 12 Promoting Social Change 32 Q&A: Shared Value 15 Employees in the Community 38 Our Stories: Building Careers, Spotlight: Employee Engagement 39 Changing Lives 16 Career Development and Learning 40 MANULIFE FINANCIAL CORPORATION | 2016 PUBLIC ACCOUNTABILITY STATEMENT | 2 TABLE OF CONTENTS Message from the President INTRODUCTION and Chief Executive Officer > Message from the President and CEO Our corporate purpose articulates what we Finally, we deliver for our shareholders, About Manulife as an organization set out to do every day: many of whom are retirees, pension plans Awards and Recognition to help people achieve their dreams and and others who depend upon our dividends Risk Management and aspirations, by putting customers’ needs and capital appreciation to fund their Good Governance first and providing the right advice and dreams and aspirations and those of their solutions. members and dependants. ECONOMIC IMPACT We believe our greatest contribution to I hope you enjoy our report and can see society is the products and services we clearly how Manulife is delivering social, ENVIRONMENTAL IMPACT provide, which offer customers peace of economic and environmental value. Our mind, financial security and help when they accomplishments are a source of pride for SOCIAL IMPACT need it most. our employees and distribution partners, who work tirelessly on behalf of all our We also contribute through the way we stakeholders, and I would like to thank TABLES work – consistently acting with integrity them for their efforts. and keeping our promises – and through MANULIFE BANK PUBLIC our efforts to create a workplace where ACCOUNTABILITY employees can thrive. STATEMENT We have invested in protecting our natural environment and in helping to DECLARATIONS fund programs that address both local Donald A. Guloien Our corporate purpose is to help people achieve their community and broad social needs. President and Chief Executive Officer dreams and aspirations, by putting customers’ needs first and providing the right advice and solutions. Donald A. Guloien President and Chief Executive Officer INTRODUCTION > MESSAGE FROM THE PRESIDENT AND CHIEF EXECUTIVE OFFICER MANULIFE FINANCIAL CORPORATION | 2016 PUBLIC ACCOUNTABILITY STATEMENT | 3 TABLE OF CONTENTS About Manulife INTRODUCTION Manulife Financial Corporation is a leading international financial services group. Message from the We operate as John Hancock in the United States, and as Manulife elsewhere. We STAKEHOLDER ENGAGEMENT President and CEO provide financial advice and insurance, as well as wealth and asset management As a leading international financial services group, we have > About Manulife solutions for individuals, groups and institutions. Our principal operations are in a wide range of stakeholders that includes our customers, employees and shareholders, as well as governments, regulators Awards and Recognition Asia, Canada and the United States, where we have served customers for more than and community organizations, to name a few. Our stakeholders’ Risk Management and 125 years. With our global headquarters in Toronto, Canada, we trade as ‘MFC’ on views are important to us, and we interact with them in several Good Governance the Toronto, New York and Philippine stock exchanges, and as ‘945’ in Hong Kong. ways on a regular basis. Last year, we undertook a review of the environmental, social and ECONOMIC IMPACT governance (ESG) issues impacting our business. This included engaging with people and organizations representing a number ENVIRONMENTAL IMPACT 12,931 employees 47 employees of our stakeholder groups in order to better understand their Canada – since 1887 United Kingdom expectations concerning our ESG performance. This review has in SOCIAL IMPACT part helped to shape the content and structure of this report. TABLES MANULIFE BANK PUBLIC ACCOUNTABILITY 25 employees STATEMENT 5,952 employees Belgium United States – since 1862 15,530 employees Asia – since 1897 DECLARATIONS Countries in which 16 employees we operate in Asia: manulife.com Barbados Cambodia Malaysia China Philippines Hong Kong Singapore Indonesia Taiwan Nearly 35,000 employees Japan Thailand 70,000 agents and thousands of distribution partners Macau Vietnam More than 22 million customers around the world $977 billion in assets under management and administration 86 employees $25.9 billion returned to customers in paid-out claims New Zealand and other benefits Note: Map shows only locations in which we have more than 10 employees. See page 47 for complete list. INTRODUCTION > ABOUT MANULIFE MANULIFE FINANCIAL CORPORATION | 2016 PUBLIC ACCOUNTABILITY STATEMENT | 4 TABLE OF CONTENTS Awards and Recognition INTRODUCTION Our commitment to good corporate citizenship was recognized with these awards in 2016. Message from the President and CEO manulife.com/awards About Manulife > Awards and Recognition Risk Management and Good Governance ECONOMIC IMPACT Glassdoor honoured Manulife with the Employees’ Choice Since 2012, Manulife has been included in the Manulife Hong Kong received two Reader’s Digest ENVIRONMENTAL IMPACT Award for being one of the best places to work in Canada, Dow Jones Sustainability North America Index in Trusted Brands Gold Awards in the Insurance Company as determined by Manulife employees. recognition of our corporate sustainability performance. and Provident Fund categories. SOCIAL IMPACT TABLES MANULIFE BANK PUBLIC ACCOUNTABILITY STATEMENT DECLARATIONS John Hancock received a score of 100 per cent on the Human Manulife was named to the Forbes list of Canada’s Best Imagine Canada recognized Manulife as a Rights Campaign Foundation’s Corporate Equality Index, a Employers, based on anonymous feedback from employees Caring Company for committing a minimum of benchmarking survey and report on corporate policies and across Canada. one per cent of pre-tax domestic profit to support practices related to LGBT equality in the workplace. charitable and non-profit organizations each year. Manulife was recognized as one of Canada’s Governance Professionals of Canada recognized Manulife Japan was named one of the four Top Employers for Young People, as well as one Manulife with an Excellence in Governance Award Best Employers in 2016 in Japan by global human of Greater Toronto’s Top Employers. for best engagement by a governance team. resources consulting firm Aon Hewitt. INTRODUCTION > AWARDS AND RECOGNITION MANULIFE FINANCIAL CORPORATION | 2016 PUBLIC ACCOUNTABILITY STATEMENT | 5 TABLE OF CONTENTS Risk Management and Good Governance INTRODUCTION By exercising prudent risk management across our value chain, we safeguard our customers’ interests and deliver top-tier results. We seek Message from the to mitigate risk: we maintain rigorous internal controls and follow a structured approach to risk management in all of our activities across President and CEO every market. About Manulife Sound risk management is a cornerstone of INTEGRITY AT WORK Week and Data Privacy Day, which reinforce Awards and Recognition Manulife’s success. But risk screening does Manulife’s Code of Business Conduct and our well-established culture of compliance. FINANCIAL STRENGTH RATINGS > Risk Management and not immobilize us. When we are confident Ethics (the Code) affirms our commitment Manulife employees have access to Rating as at Good Governance that the grounds for a decision meet or to ethical conduct and to complying with our Global Ethics Hotline, a phone and Agency December 31, 2016* exceed internal vetting, we quickly and all applicable laws and avoiding any web-based communications tool maintained A.M. Best A+ (Superior) ECONOMIC IMPACT firmly follow through on it, with an eye conflicts of interest. All employees must be by a third-party service provider through DBRS AA (low) toward unexpected risks and constraints. In thoroughly familiar with its provisions and which they can report suspected unethical, Fitch Ratings AA- ENVIRONMENTAL IMPACT May 2016, Standard

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