Digital Desk Specialist

The Distributor Relations & Learning team is looking for a dynamic individual to act as a centralized point of contact for our advisors, marketing assistants and back-office support staff. Working in Relationship Management as a Digital Desk Specialist, this role will offer real time operations support and training that focuses on the ‘how’ in using our Insurance digital tools. With our distributors as the focus, this role will take a professional approach to every distributor interaction, to ensure high quality, exceptional customer service and support.

Working independently, the Digital Desk Specialist will support our digital growth strategies by offering a centralized point of contact for our advisors, marketing assistants and back-office support staff for E-Business solutions in the insurance space. Covering a comprehensive suite of tools and services, this role utilizes multiple tools, system platforms, and methods to thoroughly review and respond to our distributors needs. Incumbents in this role are considered subject matter experts, with a clear understanding of the complexities and interdependencies of the insurance marketplace. This role will handle situations of varying levels of complexity that span across our E-Business solutions.

This role is a key contributor to the overall strategy for learning in Insurance Operations.

The Digital Desk Specialist will:

• Promote and influence the use of E-Business Solutions in the insurance space
• Promote learning and build user confidence through problem solving, and education while building and maintaining strong relationships with our distribution network
• Acknowledge, manage, and respond to each request with the highest level of priority
• Consistently provide exceptional service to customers and non-customers by demonstrating the highest level of professionalism, empathy through active listening
• Support, develop and maintain strong collaboration with business units
• Identify opportunities to improve operational processes/practices and influence decisions by making recommendations for profiling business unit leaders to drive change in the organization and enhance the customer experience
• Use sound judgement and risk assessment when recommending exceptions outside of general practices
• Demonstrate out of the box thinking, challenge cumbersome processes, and be a promoter of change to improve customer experience

Job requirements

• Intake and ensure all distributor interactions are managed immediately with professionalism, sensitivity, courtesy, and accuracy, and within Manulife terms and policies by the appropriate teams.
• Work with autonomy and demonstrate ownership to assess risk regarding complex issues and provide recommendations
• Analyze complex situations and investigate using expert problem-solving skills to find appropriate and effective resolutions, including engaging other internal teams when necessary
• Identify and report systemic issues and root causes contributing to knowledge gaps and work with internal business partners to find solutions
• Use sound judgement and risk assessment when triaging calls
• Express the voice of the users and share data and insights to deliver proactive improvement recommendations to their learning experience
• Influence decisions by making recommendations and drive change in the organization to fix or improve tools/processes that will enhance the distributor and customer experience
• Organize, prioritize, and commit to aggressive deadlines, often working outside of normal working hours
• “Think Big” and demonstrate “outside the box” thinking to challenge cumbersome processes and opportunities for enhanced training
• Stay current with changes in tools and technology across insurance
• Stay current with company policies, share information and knowledge with other team members, and participate in team meetings, discussions, and other activities required to support the team and improve the quality and reputation of our operation
• Develop and maintain strong collaboration with all stakeholders; Learning & Development, New Business Case Coordination, DTSC, Insurance Sales team, and Contact Centre to facilitate full resolution
• Work with our Value Streams to ensure we are supporting growth and adoption, while building user confidence

Competencies and skills:

• Can empathize with advisors and listen carefully
• Comfortable communicating directly with advisors
• Maintain procedural expertise and broad knowledge, staying up to date with systems, tools, and policies in a rapidly changing environment
• Can quickly identify and evaluate problems to reach a solution
• Will communicate answers and solutions with clarity and confidence to all parties
• Can maintain a professional manner while dealing with advisor challenges
• High level of customer service with a desire to go above and beyond
• Strong ability to multi-task, organize and prioritize
• Commitment to achieving high levels of service excellence within tight deadlines
• Demonstrate flexibility and adaptability to change
• Ability to work independently and/or within a team, with a variety of professional tiers throughout the organization
• Ability to conduct trend analysis and report on findings
• Superior knowledge of business products, policies, procedures, systems, and concepts
• Excellent understanding of sales channels, processes, and advisor relationships
• Ability to manage aggressive service level agreements
• Act as subject matter expert and mentor new and developing team members
• Interpret expectations from advisors with confidence and patience
• Demonstrate calm under pressure and quick thinking, to effectively manage difficult, escalated, and time-sensitive issues

Qualifications:

• Post-secondary education with relevant experience or equivalent industry experience in the insurance/finance sector
• Minimum 2-year experience in a customer support role
• Technical knowledge and capabilities

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.