Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.
Reporting to the Manager, Service Delivery, the Service Representative supports our distribution partners in the delivery of value-added benefits and superior service to Plan Advisors/Consultants and Plan Sponsors. This team routinely collaborates with internal service providers such as Customer Experience, Underwriting, and Implementation.
Capitalizing on sound industry knowledge, the Service Rep delivers superior service to their various client and advisor groups. This role represents Manulife professionally in client-facing meetings, and industry presentations as well as driving value for our clients and their plan members through empowering them to use Manulife’s group benefits engagement platform. Strong relationship management skills are essential in building and maintaining connections with Clients, Advisors/Consultants and Manulife’s sales teams.
An in-depth knowledge and understanding of the Group Benefits products, services and workflows both internally and within the regional office environments are a must. Negotiating and influencing skills are paramount given that the Service Rep collaborates internally across multiple departments, as well as externally with Plan Advisors, Consultants and Sponsors.
The Service Representative will have accountability to ensure client service satisfaction, conservation and profitability of our Group Benefits block of business.
Support – 35%
Support Distribution partners in the acquisition of new business; participate in finalist presentations and implementation meetings.
Respond to benefit plan inquiries and resolve escalated inquiries from Plan Sponsors, Plan Advisors/Consultants and internal department contacts.
Initiate Amendments requests for existing groups ensuring that information is complete and outstanding requirements are obtained
Collaborate with our Customer Experience/Operations teams to facilitate information-sharing and identify key issues with our online customer
Advise – 35%
Build and maintain successful and lasting relationships with existing and potential customers.
Understand the intricacies and complexities of each Plan Sponsor's Group Benefits designs and the sophistication of the Advisors/Consulting houses.
Prepare and analyze client reports by translating data into meaningful information.
Provide expertise on Manulife’s digital experience for group benefits clients (Web, mobile, voice), and highlight key features and functionality
Support group benefits clients in driving adoption of our digital tools and experiences among their plan members
Generate client reports using web analytics platforms (Google Analytics, Adobe Analytics) and our own internal reporting tools
Provide reporting on digital uptake/usage to help group benefits clients understand overall plan health and identify areas of opportunity for education/engagement
Educate – 30%
Deliver presentations to employee groups to facilitate enrolment and/or introduce their Group Benefits (in person or remote).
Meet with plan administrators to train and educate them on effective methods of plan administration.
Lead customer workshops and training around product updates & new features
Minimum five years of work experience in Group Benefits and/or account management.
Thorough knowledge of Group Benefits products and services.
Good knowledge of underwriting concepts.
GBA designation or working towards the designation an asset.
Proficiency in all Microsoft Office products.
Demonstrated analytical skills using Excel and/or PowerPoint to arrange and display relevant information during customer business reviews
Experience using web analytics platforms (Google Analytics, Adobe Analytics) would be an asset
Knowledge of Adobe Marketing Cloud (Adobe Experience Manager, Adobe Target) would be an asset
Strong presentation skills and the ability to influence decision makers in various sizes of organization
Ability to think critically, analyze quantitative and qualitative data, and make recommendations to help clients identify opportunities for engagement/education among their plan members
Strong customer-facing skills including expectation management, communication skills, information management
Must have a valid driver’s licence and a personal automobile.
Proven ability to determine business priorities, meet goals, manage high volumes of work and work collaboratively within team and across multiple teams.
Excellent analytical, problem solving, interpersonal, organizational and time management skills.
Excellent customer service skills.
Strong negotiation and conflict management skills.
Strong oral and written communication skills.
Good leadership and presentation skills.
Ability to be flexible and empathetic.
Must be fully bilingual both oral and written (in Quebec only).
Working Condition: (If applicable, list the working condition in the terms of Travel Requirement, Physical Labor Requirement, Concentration Requirement and Visional Requirement)
Occasional travel will be required
Worksmart options are available
This role will occasionally require working outside traditional business hours to meet client needs
If you are ready to unleash your potential it’s time to start your career with Manulife/John Hancock.
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2019, we had more than 35,000 employees, over 98,000 agents, and thousands of distribution partners, serving almost 30 million customers. As of March 31, 2020, we had $1.2 trillion (US$0.8 trillion) in assets under management and administration, and in the previous 12 months we made $30.4 billion in payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 155 years. We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.
Manulife is an equal opportunity employer. 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 and advancement and we administer all of our practices and programs based on qualification and performance and without discrimination on any protected ground.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request any accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.