Operations Service Specialist

This position is responsible for supporting all Operational areas and Field offices with respect to services issues. The Service Specialist is the single point of contact for service escalations in the organization. The Service Specialist is accountable for ensuring that any service-related issues received within the Operations teams are being managed in the timeframes required and see them through from start to finish. The goal of the Specialist is to ensure that the customer is receiving the highest level of service possible. The Service Specialist may also be called upon to attend meetings with the various areas of the organization at all levels. This could also include Customer Meetings where necessary.

Position Responsibilities:

• First Point of Contact for service issues

  • Escalations related to any Operations transaction

  • Facilitating regular update meetings

  • Responding to Customers (written and verbal)

  • Facilitate activities as they relate to service issues

  • Provide directions to the organization as it relates to changes to existing processes

  • Ensure the resources required for each service recovery project are managing to the timelines

  • Problem solving along with the support of other resources.

  • Understand the cost of exceptions to Manulife standards

  • Creativity with respect to the current product and services available to GB customers that will provide the customer with the desired outcome and not negatively impact Manulife GB.

• Warranty Program Support

  • Recommendations on when groups should go into warranty and when they should come off

  • Review escalated issues as they relate to groups in warranty

  • Analyze, identify trends and provide statistical reporting on warranty groups

  • Reviewing the Client Monitoring report to ensure issues are known and being dealt with, as well as work with the RGO to fully understand the related issues.

• Lead and Foster a “Team” approach to service in SFS/PDS/PMA

  • Through team building skills and leadership skills demonstrate that the team approach of Manulife is superior to other organizations

  • Strong People skills with respect to negotiation and conflict resolution

  • Champion of superior service delivery

• Project Resource

  • Assist with overall projects as they relate to services, products and processes within Group Benefits.

  • Statistical reporting (issues log) on all escalated issues

  • Escalating issues (if necessary) in conjunction with the "Canadian Division Complaint Management Policy and Program’ and/or the Privacy/compliance office

Required Qualifications:

• Extensive Group Benefits Knowledge, and Experience

Preferred Qualifications:

• Superior Customer Service approach

• Excellent Communication Skills, both verbal and written

• Presentation Skills

• Leadership Strength (people and project)

• Project Management & Business Analyst Skills

• Decision Making, Influencing and Negotiation Skills

• Comprehensive understanding of Manulife administration systems and any system that may interact with these systems.

• Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

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.

#LI-Hybrid

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.

Referenced Salary Location

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.