Service Representative Specialist

• Manulife is seeking a highly motivated and experienced Service Relationship Specialist to support our Group Benefits division. This role is integral in supporting distribution partners, advising on benefit plans, and educating clients. The ideal candidate will possess strong relationship-building skills, technical expertise, and the ability to manage multiple priorities.

  Key Responsibilities:

  Support - 35%

• New Business Acquisition:

  • Support distribution partners in acquiring new business.
  • Participate and present in finalist presentations and implementation meetings for mid-market segments.
  • Serve as a liaison and subject-matter expert in short-list presentations and ongoing meetings for implementing new business.

• Client Inquiries and Escalations:

  • Respond to benefit plan inquiries and resolve escalated and complex issues from Plan Sponsors, Plan Advisors/Consultants, and internal contacts.
  • Own the unique demands of each customer, ensuring thorough and timely responses.

• Service Resolution:

  • Champion successful outcomes for all involved, managing and negotiating service escalations.
  • Advocate for favorable conclusions for all parties involved.

• Amendment Requests:

  • Initiate amendment requests, ensuring information is complete and outstanding requirements are obtained timely.
  • Collaborate with Customer Experience/Operations teams to facilitate information-sharing and identify key issues.

• Internal Initiatives and Meetings:

  • Assist with general internal initiatives related to Group Benefits services, products, and procedures.
  • Facilitate multiple meetings with Plan Advisors/Consultants, Plan Sponsors, and internal teams.
  • Take on special projects and research assignments for client needs.

• Advise - 35%

• Relationship Building:

  • Build and maintain successful and lasting relationships with existing and potential partners.
  • Understand the intricacies and complexities of each Plan Sponsor's Group Benefits designs and the sophistication of the Advisors/Consulting houses.

• Client Reporting and Analysis:

  • Prepare, analyze, and interpret client reports.
  • Generate and compare client reports using web analytics platforms to ensure client needs are met.

• Digital Expertise:

  • Provide expertise on Manulife’s digital experience for group benefits clients (web, mobile, voice).
  • Highlight key features and functionality, driving adoption of digital tools and experiences among plan members.
  • Provide reporting on digital uptake/usage to help clients understand overall plan health and identify areas for education/engagement.

• Plan Design and Administration:

  • Provide recommendations on plan design, service options, technology solutions, and ongoing administration needs.
  • Apply understanding of legislative and privacy guidelines in client meetings.

• Educate - 30%

• Presentations and Training:

  • Deliver presentations to employee groups to facilitate enrollment and introduce Group Benefits (in person or remote).
  • Meet with plan administrators to train and educate them on effective plan administration methods.
  • Lead customer workshops and training around product updates and new features.

• Product Launches:

  • Collaborate with Account Executives to learn, present, and educate clients on new services and products.
  • Use Seismic Tools to create presentations and deliver services to clients.
  • Assist clients in managing new services, products, and legislative initiatives.

• Coaching and Mentoring:

  • Employ a coaching mindset to define solutions and deliver outcomes.
• Job Requirements:
• Must have a valid driver’s license and a personal automobile.
• Capability to determine sensitive client needs or issues.
• Relationship-oriented with the ability to manage across different levels and self-manage to meet multiple priorities.
• Outstanding analytical, strategic, and problem-solving thinking ability.
• Ability to work independently and in a team setting, with innovative thinking and a keen eye for results.
• Strong customer-facing skills, including expectation management and communication.
• Experience in participating and presenting in Mid-Market Finalist Presentations.
• Excellent presentation skills and the ability to influence decision-makers.
• Strong technical and analytical skills using Microsoft Office products, Excel, PowerPoint, and Web Analytics platforms.
• Good knowledge of underwriting concepts.
• GBA designation or working towards the designation is an asset.
• Proven ability to take initiative, be a strong self-manager, and display integrity.
• Building and strengthening existing client and consultant/advisor relationships.
• In-depth knowledge and understanding of Group Benefits products and services.
• Minimum three to five years of work experience in Group Benefits.
• What Motivates You:
• You obsess about customers, listen, engage, and act for their benefit.
• You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity, and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.
• Our Commitment to You:
• Mission: To be a part of making decisions easier and lives better.
• Leadership: A leadership team dedicated to your growth and success.
• Ambition: A bold ambition and set of goals to be a leader in driving transformation in our industry.
• Support: Our best every day, providing the opportunity to learn new skills and move your career forward.

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.