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.
Position Responsibilities:
First Point of Contact for service issues
Escalations related to any Operations transaction
Facilitating regular update meetings
Responding to Customers (written and verbal)
Facilitate activities as they relate to service issues
Provide directions to the organization as it relates to changes to existing processes
Ensure the resources required for each service recovery project are managing to the timelines
Problem solving along with the support of other resources.
Understand the cost of exceptions to Manulife standards
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
Recommendations on when groups should go into warranty and when they should come off
Review escalated issues as they relate to groups in warranty
Analyze, identify trends and provide statistical reporting on warranty groups
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
Strong People skills with respect to negotiation and conflict resolution
Champion of superior service delivery
Project Resource
Assist with overall projects as they relate to services, products and processes within Group Benefits.
Statistical reporting (issues log) on all escalated issues
Escalating issues (if necessary) in conjunction with the "Canadian Division Complaint Management Policy and Program’ and/or the Privacy/compliance office
Required Qualifications:
Extensive Group Benefits Knowledge, and Experience
Preferred Qualifications:
Superior Customer Service approach
Excellent Communication Skills, both verbal and written
Presentation Skills
Leadership Strength (people and project)
Project Management & Business Analyst Skills
Decision Making, Influencing and Negotiation 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.
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.
#LI-Hybrid
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 .
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…
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