The Service Specialist will act as the primary point of contact for service escalations within the organization. This role is responsible for managing service-related issues received by the Operations teams, ensuring they are resolved promptly from start to finish. The Specialist is committed to delivering excellent customer service and may attend meetings across various areas of the organization, including customer meetings when necessary.

Position Responsibilities:

Service Issue Management: Act as the first point of contact for service issues, manage escalations, and coordinate resources to resolve problems efficiently. Organize regular update meetings and communicate with customers to ensure timely resolutions.Operational Guidance and Improvement: Provide direction on process changes to enhance service delivery, ensure timely resource management, and evaluate the financial impact of process deviations. Innovate with products and services to achieve customer satisfaction.Warranty Program Oversight: Offer recommendations on warranty status for groups, analyze trends, and provide statistical reporting. Review and resolve escalated issues related to warranty groups, ensuring comprehensive understanding and management.Team Leadership and Development: Foster a team-oriented approach to service across operations, demonstrating superior team collaboration and service delivery. Utilize strong people skills for negotiation and conflict resolution.Project Support: Assist with projects related to services, products, and processes within Group Benefits, contributing to overall project success and alignment with organizational goals.

Required Qualifications:

Strong proficiency in data analysis and management tools, especially Excel, as well as the ability to with other data formatsExtensive knowledge and experience in Group Benefits

Preferred Qualifications:

Keen attention to detail with a strong ability to identify and question inconsistenciesExceptional customer service skillsExcellent communication skills, both verbal and writtenStrong leadership abilities, including people and project managementExpertise in project management and business analysisEffective decision-making, influencing, and negotiation skillsComprehensive understanding of Manulife administration systems and any interacting systems

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.

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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

Waterloo, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$57,675.00 CAD - $96,125.00 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.