Bilingual Advisor Support Analyst

The Manulife Wealth team is seeking a dedicated Bilingual Advisor Support Analyst to join our dynamic organization. In this role, you will collaborate closely with advisors and their support staff to effectively resolve service-related issues and address process-related inquiries. Partnering with Account Managers and Operations teams, you will play a key role in delivering a seamless and outstanding experience for both clients and advisors.

Position Responsibilities:

• Serve as the primary contact for resolving service-related issues, conducting detailed investigations into advisor inquiries and collaborating with internal teams and external partners.

• Deliver outstanding customer experiences by accurately and professionally addressing advisor inquiries within encouraged turnaround times.

• Use multiple administrative systems to analyze sophisticated issues, ensuring appropriate resolutions while mitigating company risk.

• Collaborate effectively with internal and external partners, maintaining positive relationships and supporting business units through knowledge sharing and quality control.

• Identify and report business risks, analyze volume trends, and handle conflicts professionally to improve operations and meet service level agreements.

• Willingness to travel twice a year within the island of Montréal to visit three different branches.

Required Qualifications:

• Over 3 years of experience in customer service, with a proven track record of delivering excellent service in fast-paced, professional environments.

• Bilingual (verbal & written proficiency) in both French and English due to frequent interaction with internal/external English-speaking customers or employees outside of Quebec.

• Outstanding communication skills, capable of conveying sophisticated ideas clearly and understandably, and proficient in Manulife Wealth applications and communication tools.

• Quick learner who easily adapts to new concepts, technologies, and changes, demonstrating initiative and ownership in all tasks.

• Strong relationship-building skills, with an approachable demeanor that cultivates collaboration and successful interactions with colleagues and clients.

• Effective problem-solver with good judgment, able to handle challenging priorities and drive solutions forward, even in uncertain situations.

Preferred Qualification:

• Experience in the financial services industry, with a solid foundation in customer service.

• In-depth knowledge of investment products available to Canadian investors, such as RRSPs and RRIFs.

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife 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. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.