Service Relationship Specialist

Manulife Financials’ Group Benefits is a leading provider of employee Group Benefits for more than 16,000 organizations across Canada. We provide coverage for businesses of all sizes, from two employees to Canada's largest employers. Group Benefits provides a broad range of coverage including health and dental care, emergency travel assistance, short- and long-term disability, group critical illness, absence management services and wellness products, flexible benefit plans, life insurance and accidental death and dismemberment coverage.

The Service Relationship Specialist role represents Manulife externally with existing and potential corporate clients (large and jumbo) as well as our key Advisor Firms and Partners. They work alongside the Account Executives in this client facing role and supports our distribution partners in the delivery of value-added benefits and superior service to Plan Advisors/Consultants and Plan Sponsors. This role requires advanced skillset in the corporate space to accelerate growth in our book of business, perform tasks required and be proficient in retaining corporate clients.

This team owns collaboration with internal service providers such as Customer Experience, Underwriting, and Implementation, Plan Document Services, Sponsor Financial Services, Plan Member Administration, and our Admin Advantage Flex Benefit Teams to provide exceptional service to new and existing corporate clients ranging from 400 lives to 80,000+ with premium $1M to over $100M+ for our largest National corporate clients. Working with our largest Consulting firms in the Group Benefits industry across Canada, experience and expertise in this field will be paramount.

Enthusiasm for delivering client presentations and leading client meetings is a must for being successful in this role.

Position Responsibilities:

Support – 35%
Support Distribution partners in the acquisition of new business; participate and present in finalist presentations and implementation meetings. Assist internal partners in acquiring new business by serving as a liaison; take part as a subject-matter expert in the short-list presentations and ongoing meetings for implementing new business.

Respond to benefit plan inquiries and resolve escalated and complex inquiries from Plan Sponsors, Plan Advisors/Consultants, and internal department contacts. Owning and respecting the unique demands of each customer while being considerate of the time frame ensuring a thorough response.

Champion for a successful outcome for all involved, the Service Relationship Specialist role is responsible for the successful resolution and negotiation of all service escalations. Advocate for a favorable conclusion for all parties. All service escalations must be successfully resolved and negotiate by the Service Relationship Specialist.

Initiate Amendment requests ensuring that information is complete and outstanding requirements are obtained in a timely manner to meet deadlines and meet effective dates of plan changes. Includes ability to understand, explain and outline complex structures for large corporate Clients. Union negotiations and costings of plan designs discussions often come into play.

Collaborate with our Customer Experience/Operations teams to facilitate information-sharing and identify key issues with our online customer.

Assist with general internal initiatives related to Group Benefits services, products, and procedures.

Facilitate multiple meetings with our Plan Advisors/Consultants and Plan Sponsors as well as internal teams.

Take on special projects and/or research assignments for corporate client needs.

Advise – 35%
As the face of Manulife, you build and maintain successful and lasting relationships with existing and potential partners.

Understand the intricacies and complexities of each Plan Sponsor's Group Benefits designs and the sophistication of the Advisors/Consulting houses.

Prepare and analyze and interpret client reports for review.

Generate client reports using web analytics platforms via various reporting tools, requiring analysis and comparison of many reports to ensure we are fulfilling our customer’s needs.

Provide expertise on…