Manulife is seeking a highly motivated and expert Service Relationship Specialist to support our Group Benefits division. This role is integral in supporting distribution partners, advising on benefit plans, and educating clients. The ideal candidate will possess strong relationship-building skills, technical expertise, and the ability to handle multiple priorities. **Key Responsibilities:** Support – 35% + **New Business Acquisition:** + Support distribution partners in acquiring new business. + Participate and present in finalist presentations and implementation meetings for mid-market segments. + Serve as a liaison and subject-matter guide in short-list presentations and ongoing meetings for implementing new business. + **Client Inquiries and Escalations:** + Respond to benefit plan inquiries and resolve raised and sophisticated issues from Plan Sponsors, Plan Advisors/Consultants, and internal contacts. + Be responsible for the unique demands of each customer, ensuring thorough and timely responses. + **Service Resolution:** + Champion successful outcomes for all involved, handling and negotiating service issues. + Advocate for favorable conclusions for all parties involved. + **Amendment Requests:** + Initiate amendment requests, ensuring information is complete and outstanding requirements are obtained timely. + Collaborate with Customer Experience/Operations teams to facilitate information-sharing and identify key issues. + **Internal Initiatives and Meetings:** + Assist with general internal initiatives related to Group Benefits services, products, and procedures. + Facilitate multiple meetings with Plan Advisors/Consultants, Plan Sponsors, and internal teams. + Take on special projects and research assignments for client needs. Advise – 35% + **Relationship Building:** + 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. + **Client Reporting and Analysis:** + Prepare, analyze, and interpret client reports. + Generate and compare client reports using web analytics platforms to ensure client needs are met. + **Digital Expertise:** + Provide expertise on Manulife’s digital experience for group benefits clients (web, mobile, voice). + Highlight key features and functionality, driving adoption of digital tools and experiences among plan members. + Provide reporting on digital uptake/usage to help clients understand overall plan health and identify areas for education/engagement. + **Plan Design and Administration:** + Provide recommendations on plan design, service options, technology solutions, and ongoing administration needs. + Apply understanding of legislative and privacy guidelines in client meetings. Educate – 30% + **Presentations and Training:** + Deliver presentations to employee groups to facilitate enrollment and introduce Group Benefits (in person or remote). + Meet with plan administrators to train and educate them on effective plan administration methods. + Lead customer workshops and training around product updates and new features. + **Product Launches:** + Collaborate with Account Executives to learn, present, and educate clients on new services and products. + Use Seismic Tools to create presentations and deliver services to clients. + Assist clients in handling new services, products, and legislative initiatives. + **Coaching and Mentoring:** + Employ a coaching approach to define solutions and deliver outcomes. **Job Requirements:** + Must have a valid driver’s license and a personal automobile. + Capability to resolve critical client needs or issues. + Skilled at building connections and adept at handling tasks at various levels while effectively prioritizing. + Outstanding analytical, strategic, and problem-solving thinking ability. + Ability to work independently and in a team setting, with innovative thinking and a keen eye for results. + Strong customer-facing skills, including expectation management and communication. + Experience in participating and presenting in Mid-Market Finalist Presentations. + Excellent presentation skills and the ability to influence decision makers. + Strong technical and analytical skills using Microsoft Office products, Excel, PowerPoint, and Web Analytics platforms. + Good knowledge of underwriting concepts. + GBA designation or working towards the designation is an asset. + Consistent record to take initiative, be a strong self-manager, and display integrity. + Building and strengthening existing client and consultant/advisor relationships. + In-depth knowledge and understanding of Group Benefits products and services. + Minimum three to five years of work experience in Group Benefits. **What motivates you?** + You obsess about customers, listen, engage and act for their benefit. + You think big, with curiosity to discover ways to use your agile approach and enable business outcomes. + You thrive in teams and enjoy getting things done together. + You take ownership and build solutions, focusing on what matters. + You do what is right, work with integrity and speak up. + You share your humanity, helping us build a diverse and inclusive work environment for everyone. **Our commitment to you** **Values-first culture:** We lead with our Values every day and bring them to life together. **Boundless opportunity:** We create opportunities to learn and grow at every stage of your career. **Continuous innovation** : We invite you to help redefine the future of financial services. **Delivering the promise of Diversity, Equity and Inclusion:** We foster an inclusive workplace where everyone thrives. **Championing Corporate Citizenship:** We build a business that benefits all partners and has a positive social and environmental impact. **Giới thiệu về Manulife và John Hancock** Tập đoàn Manulife Financial là nhà cung cấp dịch vụ tài chính quốc tế hàng đầu giúp mọi người quyết định dễ dàng hơn và có cuộc sống vẹn toàn hơn. Để tìm hiểu thêm về chúng tôi, hãy truy cập https://www.manulife.com.vn/ . **Manulife là Nhà sử dụng lao động không phân biệt đối xử** Tại Manulife/John Hancock, chúng tôi luôn đón nhận sự đa dạng. Chúng ta cố gắng thu hút, phát triển và duy trì lực lượng lao động đa dạng tương tự như những khách hàng mà chúng ta phục vụ, đồng thời thúc đẩy một môi trường làm việc hòa nhập, đề cao thế mạnh của từng nền văn hóa và cá nhân. Chúng ta cam kết tuyển dụng, duy trì, thăng tiến và trả lương một cách công bằng. Đồng thời, chúng ta quản lý tất cả các hoạt động và chương trình của mình mà không phân biệt đối xử dựa trên chủng tộc, dòng họ, xuất thân, màu da, nguồn gốc dân tộc, quyền công dân, tôn giáo hoặc tín ngưỡng tôn giáo, đức tin, giới tính (bao gồm phụ nữ mang thai và các tình trạng liên quan đến mang thai), xu hướng tính dục, đặc điểm di truyền, tình trạng cựu chiến binh, bản dạng giới, biểu hiện giới, tuổi tác, tình trạng hôn nhân, tình trạng gia đình, khuyết tật hoặc bất kỳ căn cứ nào khác được pháp luật hiện hành bảo vệ. Ưu tiên của chúng ta là loại bỏ các rào cản để đem lại cơ hội tiếp cận việc làm bình đẳng. Đại diện Bộ phận Nhân sự sẽ làm việc với những ứng viên có yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển. Tất cả thông tin được chia sẻ trong quá trình yêu cầu điều chỉnh sẽ được lưu trữ và sử dụng tuân theo pháp luật hiện hành và chính sách của Manulife/John Hancock. Để yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển, hãy liên hệ với recruitment@manulife.com . **Primary Location** CAN, Alberta, Edmonton, 10180 101st Street, Suite 1335 **Working Arrangement** Kết hợp **Salary range is expected to be between** $58,275.00 CAD - $97,125.00 CAD 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.