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. **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Primary Location** CAN, Alberta, Edmonton, 10180 101st Street, Suite 1335 **Semana de Trabajo Comprimida** Híbrido **Salary range is expected to be between** $58,275.00 CAD - $97,125.00 CAD Si se está postulando para este puesto fuera de la ubicación principal, póngase en contacto con recruitment@manulife.com para conocer el rango salarial de su ubicación. El salario real variará según las condiciones locales del mercado, la geografía y los factores relacionados con el trabajo pertinentes, como conocimiento, habilidades, calificaciones, experiencia y educación/capacitación. Los empleados también tienen la oportunidad de participar en programas de incentivos y obtener una compensación de incentivos vinculada al desempeño comercial e individual. Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con recruitment@manulife.com para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.