Re-Platforming & Modernization
Transforming Manulife Bank’s Credit Card Platform with Brim Financial
Fully branded and configurable for our clients and partners
Built for Modern Customer and Advisor Needs
Built for Modern Customer and Advisor Needs
Fully branded and configurable for our clients and partners.
What Was Holding Back the Program?
No digital onboarding applications required phone or PDF forms
Vendor-heavy model created high costs and slow innovation
Fragmented servicing forced customers across multiple platforms
No real-time money movement; PAD/EFT setup required fax
Limited personalization static cashback rewards despite an affluent base
Operational inefficiencies disjointed servicing, multiple vendors, and no PCI-compliant visibility for bank reps or advisors
Manulife’s Transformation Goals
Today to Future
-
Digital-first experience: Seamless onboarding, account
management, and payments -
Scalability: Support consumer, SME, and commercial
programs on a single platform -
Advanced risk & fraud management: Real-time controls,
inclusive underwriting, and PCI-compliant servicing -
Regulatory alignment:
OSFI, AML, PCI-DSS, Quebec Bill 72
-
Operational efficiency: Reduce vendor reliance and servicing costs
-
Personalization & rewards innovation: Flexible earn/redeem, lifestyle-linked offers, and merchant-funded loyalty
-
Personalization & rewards innovation: Flexible earn/redeem, lifestyle-linked offers, and merchant-funded loyalty
How Brim Solves the Challenges?
Manulife Pain Point
- Phone/PDF only; no advisor digital path
- No PCI-compliant visibility for reps/advisors
- No real-time transfers; PAD setup by fax
- Static cashback, no dynamic offers
- Vendor sprawl slowed innovation, raised costs
- PCI blind spots, fragmented oversight
Brim Solution
- Omnichannel onboarding, instant adjudication
- Unified enterprise workflows; portals with role-based access
- Real-time payments, ACH, digital PAD/EFT setup
- Merchant-funded, lifestyle-linked loyalty
- API-first unified stack for issuing, servicing, rewards, fraud
- End-to-end PCI coverage, SOC 2, ISO 27001, AML/KYC
Impact
- Faster acquisition, seamless advisor support
- Advisors + staff can support clients in real time
- Frictionless experience, modern convenience
- Higher engagement, affluent-client differentiation
- Lower costs, faster innovation, simplified ops
- Stronger compliance, regulator confidence
-
Digitization of Business and Employee portals
-
Co-browse with the cardholder, offering exceptional customer experience
-
Monitor spend with budgeting tools
-
Schedule pre-authorized payments
-
Advanced digital tools and reporting capabilities to manage finances
-
Earn Reward Points on all purchases
-
Use Reward Points to pay down balance
-
Instant card lock and block transactions
-
Manage big purchases with Instalment Pay
A Unified, API-First Platform
Today to Future
Customer & User Experience
- Real-Time Onboarding
- Omnichannel Journeys
- Self-Serve Controls
- Unified Cardholder Experience
Core Platform & APIs
- API-First Issuing
- Real-Time Decisioning
- Payments & Money Movement
- Program Configuration
Enterprise Workflow, Compliance, & Risk
- Advisor & Agent Workflows
- Role-Based Access
- Embedded Fraud & Disputes
- Audit-Ready Compliance
The Challenge:
One Manual Path At The Moment Of Intent
Result was friction, delays, and drop off right when intent was highest.
Manulife could not convert in person advisor conversations into real-time onboarding
No advisor assisted digital application flow, and no customer self-serve onboarding
Clients were pushed into a manual process via a centralized contact centre during business hours
Brim Enabled Multiple Acquisition Journeys
55,000 Advisors. 13 User Acquisition Journey. One unified End-to-End Platform.
55,000 The Outcome:
Onboarding Becomes Real Time
Applications can be initiated and completed in real time across channels
Customers can complete onboarding through self-serve digital journeys
Automated fulfillment removes handoffs and time-of-day constraints
Intent converts to action immediately, improving acquisition and reducing drop-off
55,000 The Outcome:
Onboarding Becomes Real Time
Manulife Today vs. With Brim
Today
- Vendor-heavy, fragmented
- Manual, siloed
- Consumer only
- Static cashback
- Basic outsourced tools
- 12–18 months
- Rigid
With Brim
- Unified API-first stack
- Real-time onboarding, unified servicing
- Consumer, SME, Commercial, Prepaid, BNPL
- Lifestyle-linked, dynamic offers
- AI-driven real-time controls
- 6–10 weeks
- Modular, future-ready
Brim Enables Manulife To
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