The Business Support Specialist will be accountable to work with and support the sales leaders, Sales and Retention Licensed Insurance Advisors (LIAs) in the development and implementation of workflows, process improvements and as required, technology/telephony updates that will lead to increased sales success for our business.

Position Responsibilities:

Support the sales team’s operations and administrative needs, enhancing business processes to achieve sales targets, and resolve operational issues like system access and CRM problems.

Manage sales team email boxes, distribute leads to Licensed Insurance Advisors (LIAs), and communicate process/product updates to LIAs and Retention teams.

Continuously update the internal Knowledge Base and provide backup call and process audit support; generate Salesforce reports for sales leaders and LIAs.

Process onboarding for new team members, handle client escalations within SLAs, and support application maintenance and change management practices.

Project related tasks:

Handle end-to-end testing activities for projects that impact the Sales Centre

Participate in the analysis and translation of business requirements into test cases

Track and report work completed as it relates to a project/initiative and proactively escalate any significant barriers or issues

Develop trusted partnership with the goal of supporting the business with launching projects and campaigns to drive sales premium

Analyze existing processes and business workflows with the goal of driving operational efficiencies and process improvements

Resolve conflicts/issues of medium complexity and escalate others as appropriate

Aid with system and telephony updates

Contribute to the development and ongoing administration of CRM, sales and reporting tools used by the sales and retention teams

Required Qualifications:

Over 3 years of progressive business experience, preferably in an advisory administrative role or Protection Solutions operations.

Understanding of Direct-to-Consumer sales, retention environments, and individual insurance products; knowledge of call centre systems (e.g., Telephony).

Strong organizational, analytical, and problem-solving skills; ability to identify and escalate potential risks.

Results-oriented, creative, and adaptable, with effective judgment in changing environments.

Fully bilingual (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

Preferred Qualifications:

Ability to work in a dynamic, high-paced environment independently and as part of a team

Good knowledge of Microsoft Office (Word, Excel and Powerpoint)

Demonstrated ability to multi-task, show initiative and anticipate needs in a proactive manner

Ability to handle fluctuating workloads and multiple priorities within set time constraints

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.

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.

Primary Location

Working Arrangement

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.