Client Services Operations 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.

First Point of Contact for service issues
Responding to Customers (written and verbal)
Facilitate activities as they relate to service issues
Ensure the resources required for each service recovery project are managing to the timelines
Problem solving along with the support of other resources.
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
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
Champion of superior service delivery
Project Resource
Assist with overall projects as they relate to services products and processes within Group Benefits.
Escalating issues (if necessary) in conjunction with the Canadian Division Complaint Management Policy and Program and/or the Privacy/compliance office

Superior Customer Service approach
Leadership Strength (people and project)
Project Management & Business Analyst 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.

Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team well support you in shaping the future you want to see.

#Manulife Financial Corporation is a leading international financial services provider helping people make their decisions easier and lives better. 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.

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. 50700.00 CAD - $84500.00 CAD

If you are applying for this role outside of the primary location please contact 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.