Manulife Financial Corporation 2017 Corporate Citizenship Report And
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TABLE OF CONTENTS INTRODUCTION ECONOMIC IMPACT ENVIRONMENTAL IMPACT Manulife Financial SOCIAL IMPACT Corporation TABLES MANULIFE BANK PUBLIC ACCOUNTABILITY STATEMENT DECLARATIONS 2017 Corporate Citizenship Report and Public Accountability Statement manulife.com johnhancock.com TABLE OF CONTENTS Table of At Manulife, we are committed INTRODUCTION to our mission: Decisions made ECONOMIC IMPACT Contents easier. Lives made better. Our ENVIRONMENTAL IMPACT 2017 Corporate Citizenship _______________________________ ____________________________ Report and Public Accountability SOCIAL IMPACT Introduction 3 Social Impact 29 _____________________ 31 Statement presents the stories TABLES Message from Our President Community Investment ____________________ 3 and Chief Executive Officer _________________________ Valuing Employees 36 and statistics behind our progress, MANULIFE BANK About Manulife _______________________________ 4 PUBLIC highlighting our economic, social 5 ACCOUNTABILITY Awards and Recognition _______________________ Tables ___________________________________ 45 STATEMENT and environmental impacts and Risk Management and 6 DECLARATIONS Good Governance ____________________________ sharing insights from the people Manulife Bank Public Accountability Statement ________________ 49 who make it happen – namely, Economic Impact 7 __________________________ our employees. _____________________________ Customers and Product Innovation _____________ 9 Declarations 56 Financial Well-Being and Mental Health _______ 14 Environmental Impact ___________________ 17 ______________________ Responsible Investing 19 __________ Managing Our Operational Footprint 24 2 Manulife Financial Corporation | 2017 Corporate Citizenship Report and Public Accountability Statement | INTRODUCTION TABLE OF CONTENTS Message from Our INTRODUCTION > Message from Our President and CEO President and Chief Executive Officer About Manulife Awards and Recognition As a leading global financial services group, we’re in Our annual Corporate Citizenship Report and Public Risk Management and the privileged position of being able to help millions Accountability Statement is our opportunity to share Good Governance of customers live longer and healthier lives, protect what we’re doing, and to recognize the contributions ECONOMIC IMPACT what matters the most, manage their wealth and save of our colleagues. We are energized by driving lasting for retirement. Our mission is to help people make change and inspired by the people who are helping us decisions easier, and lives better. build a better future. ENVIRONMENTAL IMPACT A company of our size has a significant social and economic impact in the communities and countries SOCIAL IMPACT where we live and work. By investing in the development, diversity and wellness of our employees, and partnering TABLES with community organizations to address societal challenges, we can be a powerful force in building a stronger, healthier society. We also have a responsibility Roy Gori MANULIFE BANK to manage the environmental impacts of our own President and Chief Executive Officer PUBLIC business, and use our influence to help drive positive ACCOUNTABILITY momentum on global issues like climate change. STATEMENT We believe that we have a clear responsibility to make DECLARATIONS a positive contribution to society that goes beyond our financial performance. We acknowledge and embrace it, and our mission keeps us on track. 3 Manulife Financial Corporation | 2017 Corporate Citizenship Report and Public Accountability Statement | INTRODUCTION TABLE OF CONTENTS Manulife Financial Corporation is a leading international financial services group that helps About people make their decisions easier and lives better. We operate primarily as John Hancock INTRODUCTION in the United States, and as Manulife elsewhere. We provide financial advice and insurance, Message from Our Manulife as well as wealth and asset management solutions, for individuals, groups and institutions. President and CEO Our principal operations are in Asia, Canada and the United States where we have served > About Manulife customers for more than 100 years. With our global headquarters in Toronto, Canada, we Awards and trade as ‘MFC’ on the Toronto, New York and Philippine stock exchanges, and under ‘945’ Recognition in Hong Kong. Risk Management and Good Governance ECONOMIC IMPACT 12,898 employees 51 employees ENVIRONMENTAL Canada – since 1887 United Kingdom IMPACT SOCIAL IMPACT TABLES 27 employees employees Belgium MANULIFE BANK 5,848 United States – since employees PUBLIC 16,458 1862 Asia – since 1897 ACCOUNTABILITY STATEMENT Where we manulife.com 16 employees operate in Asia: Barbados DECLARATIONS Cambodia Malaysia johnhancock.com China Philippines Hong Kong Singapore Indonesia Taiwan Approximately 35,000 employees Japan Thailand Macau Vietnam 73,000 agents and thousands of distribution partners More than 26 million customers around the world Over $1 trillion in assets under management 91 employees and administration New Zealand More than $26.7 billion returned to customers in paid out claims and other benefits Note: Map shows only locations where we have more than 10 employees. See page 47 for complete list. 4 Manulife Financial Corporation | 2017 Corporate Citizenship Report and Public Accountability Statement | INTRODUCTION TABLE OF CONTENTS Awards and INTRODUCTION Message from Our Recognition President and CEO About Manulife > Awards and Recognition Risk Management and Our commitment to good corporate Good Governance citizenship was recognized with these awards in 2017. For a complete list, visit ECONOMIC IMPACT manulife.com/awards. ENVIRONMENTAL IMPACT Manulife Philippines received the Reader’s Digest Asia Manulife was recognized as one of Canada’s Top Trusted Brand Gold Awards in the Investment Fund Employers for Young People. SOCIAL IMPACT category. TABLES MANULIFE BANK PUBLIC ACCOUNTABILITY STATEMENT Glassdoor honoured Manulife with the Employees’ John Hancock received a score of 100 per cent on Imagine Canada recognized Manulife as a Caring Choice Award for being one of the best places to work the Human Rights Campaign Foundation’s Corporate Company for committing a minimum of one per cent DECLARATIONS in Canada, as determined by Manulife employees. Equality Index, for its corporate policies and practices of pre-tax domestic profit to support charitable and related to LGBTQ equality in the workplace. non-profit organizations each year. Since 2012, Manulife has been included in the Dow Manulife Canada was named as one of “Canada’s Manulife was named a Greater Toronto Top Employer. Jones Sustainability North America Index in recognition Best Diversity Employers” for our successful diversity The award recognizes employers in the Greater Toronto of our corporate sustainability performance. initiatives in a variety of areas. area that lead their industries in offering exceptional places to work. 5 Manulife Financial Corporation | 2017 Corporate Citizenship Report and Public Accountability Statement | INTRODUCTION TABLE OF CONTENTS Manulife’s Board of Directors received Risk Management the top spot in The Globe and Mail’s Board INTRODUCTION Games annual governance rankings. Message from Our and Good Governance President and CEO About Manulife Awards and Recognition > Risk Management and At Manulife, our approach to managing risk seeks to Integrity at Work our well-established culture of compliance with all legal Good Governance balance delivering exceptional experiences for our and regulatory requirements. Manulife employees have Manulife’s Code of Business Conduct and Ethics (the customers, meeting our policyholder and creditor access to our Global Ethics Hotline, a telephone- and Code) affirms our commitment to observing the highest obligations, providing sustainable long-term growth for web-based communications tool maintained by a third- ECONOMIC IMPACT ethical standards in all of our operations, complying our shareholders, and ensuring our employees have the party service provider through which they can report any with all applicable laws and avoiding any conflicts of tools and skills they need to excel in their roles. activities they suspect to be unethical, unprofessional, ENVIRONMENTAL interest. All employees must be thoroughly familiar with illegal or fraudulent, on a confidential basis, while IMPACT Sound risk management is a cornerstone of Manulife’s its provisions, and must conduct themselves according remaining anonymous if they choose. success. Once we are satisfied that the case for a to both the letter and the spirit of the Code. Employees SOCIAL IMPACT decision meets or exceeds our high standards, we are also required to comply with all relevant laws and quickly and firmly move forward with it, keeping an eye regulations, as well as internal policies, standards and Code of Conduct, Reports and guidelines, which include, but are not limited to: TABLES on any unexpected risks and constraints. In April 2017, Online Content Standard & Poor’s reaffirmed Manulife’s “strong” • Anti-Fraud Policy (and related guidelines, which Code of Business Conduct and Ethics enterprise risk management rating, reflecting a positive MANULIFE BANK include information regarding anti-bribery and anti- Corporate Governance assessment of our risk management culture, controls PUBLIC corruption measures) and models, and our approach to managing emerging Annual Reports ACCOUNTABILITY and strategic risks. • Anti-Money Laundering and Anti-Terrorist STATEMENT Financing Policy Manulife’s