Operations Senior Associate

As a member of our team, you will be supporting our Group Benefits clients, coordinating efforts to provide world-class benefits administration and customer service.

If you enjoy working in a fast-paced, changing environment where every day brings something new and innovative ideas are encouraged, you may be the candidate we are looking for!

Group Benefits Member Administration is looking for an Operations Senior Associate to join our team. The successful candidate will manage client and plan member inquiries related to eligibility processes and will be required to collaborate with other Manulife teams inside and outside of GB Member Administration, focusing on the customer through all processes.

Position Responsibilities:

• Managing the day-to-day administration, including terminations, changes, retirements, and processing of member updates through benefits administration software

• Process all member-related eligibility requests daily

• Manage the Workorder Inquiry Tool requests within the appropriate timelines

• Research and analyze member eligibility-related issues, understand the root cause, correct the issue and suggest preventive measures for future occurrences.

• Take ownership of troubleshooting member-related issues by researching all existing documentation before escalating to the next level

• Provide accurate and thorough answers to client requests and questions

• Partner with the Call Centre Representatives and other Group Benefits resources to resolve issues and process requests received

Required Qualifications:

• You realize that the need to continue to learn and invest in your own development is a never-ending journey

• You never lose sight of the customer - their needs and their experience in doing business with us. You put the customer at the center of everything you do

• You have top-notch communication skills and can communicate complex ideas in a manner that can be easily understood

• The customer service profession isn’t new to you. You’ve spent at least 3 years growing your knowledge, skills and experience in this line of work and you have a clear track record of success in delivering excellent service in a fast-paced, professional environment

• You have excellent knowledge of MS applications & communication tools

Preferred Qualifications:

• Fast Learner: You quickly grasp new ideas, concepts, technologies, and tools.

• Relationship Builder: Your approachable style fosters great relationships between people and groups.

• Accountability and Initiative: You take initiative, show ownership, and demonstrate accountable behaviours in everything you do.

• Adaptability: You adapt to change easily and maintain composure during challenging times or interactions.

• Problem-solving and Innovation: You drive solutions forward, manage competing priorities, and continuously seek improvements for your team and organization.

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.

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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.