Digital Desk Specialist

Location: Waterloo

The Distributor Relations & Learning team is looking for a dynamic individual to act as a centralized point of contact for our advisors, marketing assistants, back‑office support staff, and end customers.

The Digital Desk Specialist will join a team that supports advisors, back‑office staff, and end customers, with a primary focus on enabling advisors and operational teams through effective use of our insurance and investment digital tools. In addition, this role will be cross‑trained as a Vitality Concierge, providing support to Manulife policy holders by assisting with inquiries and navigation of the Vitality Program.

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 and investment digital tools. With our distributors as the focus, this role will take a professional approach to every 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 advisors, marketing assistants, back‑office support staff, and end customers for E‑Business solutions in the insurance and investment space. Covering a comprehensive suite of tools and services, this role utilizes multiple tools, system platforms, and methods to thoroughly review and respond to stakeholder 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 and customer support services.

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

Position Responsibilities

Promote and influence the use of E‑Business Solutions in the insurance and investment space

Support advisors and back‑office staff in effectively utilizing insurance and investment digital tools to drive adoption and efficiency

Provide support to Manulife policy holders through cross‑trained responsibilities as a Vitality Concierge, assisting with inquiries and navigation of the Vitality Program

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 by demonstrating professionalism, empathy, and active listening to both internal and external customers

Support, develop, and maintain strong collaboration with business units

Identify opportunities to improve operational processes and influence decisions by making recommendations to enhance the advisor and customer experience

Use sound judgement and risk assessment when recommending exceptions outside of general practices

Demonstrate innovative thinking, challenge cumbersome processes, and promote change to improve experiences

Contribute to both distributor support and end‑customer engagement, ensuring seamless service delivery across multiple channels

Intake and ensure all distributor and customer interactions are managed immediately with professionalism, sensitivity, courtesy, and accuracy, within Manulife policies

Work autonomously and demonstrate ownership when assessing risk related to complex issues

Analyze complex situations and investigate using expert problem‑solving skills, engaging internal teams where required

Provide support across multiple audiences, including advisors, back‑office staff, and policy holders

Deliver concierge‑level support for the Vitality Program, assisting customers with program navigation, inquiries, and engagement

Identify and report systemic issues and root causes contributing to knowledge gaps and partner with internal teams on solutions

Use sound judgement and risk assessment when triaging calls

Express the voice of users and leverage insights to improve learning experiences

Influence decisions and drive change to improve tools, processes, and user experience

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