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Job Description

Reporting to the Manager, Service Delivery, the Service Representative supports our distribution partners in the delivery of value-added benefits and superior service to Plan Advisors/Consultants and Plan Sponsors. This team routinely collaborates with internal service providers such as Customer Experience, Underwriting, and Implementation.

Capitalizing on sound industry knowledge, the Service Rep delivers superior service to their various client and advisor groups. This role represents Manulife professionally in client-facing meetings, and industry presentations as well as driving value for our clients and their plan members through empowering them to use Manulife’s group benefits engagement platform. Strong relationship management skills are essential in building and maintaining connections with Clients, Advisors/Consultants and Manulife’s sales teams.

Key Accountabilities

•Support – 35%
o Support Distribution partners in the acquisition of new business; participate in finalist presentations and implementation meetings.
o Respond to benefit plan inquiries and resolve escalated inquiries from Plan Sponsors, Plan Advisors/Consultants and internal department contacts.
o Initiate Amendments requests for existing groups ensuring that information is complete and outstanding requirements are obtained
o Collaborate with our Customer Experience/Operations teams to facilitate information-sharing and identify key issues with our online customer

• Advise – 35%
o Build and maintain successful and lasting relationships with existing and potential customers.

Understand the intricacies and complexities of each Plan Sponsor's Group Benefits designs and the sophistication of the Advisors/Consulting houses.
o Prepare and analyze client reports by translating data into significant information.
o Provide expertise on Manulife’s digital experience for group benefits clients (Web, mobile, voice), and highlight key features and functionality
o Support group benefits clients in driving adoption of our digital tools and experiences among their plan members
o Generate client reports using web analytics platforms (Google Analytics, Adobe Analytics) and our own internal reporting tools
o Provide reporting on digital uptake/usage to help group benefits clients understand overall plan health and identify areas of opportunity for education/engagement

• Educate – 30%
o Deliver presentations to employee groups to facilitate enrolment and/or introduce their Group Benefits (in person or remote).
o Meet with plan administrators to train and educate them on effective methods of plan administration.
o Lead customer workshops and training around product updates & new features

Job Requirement:

•Minimum five years of work experience in Group Benefits and/or account management.
• Thorough knowledge of Group Benefits products and services.
• Good knowledge of underwriting concepts.
• GBA designation or working towards the designation an asset.
• Proficiency in all Microsoft Office products.
• Demonstrated analytical skills using Excel and/or PowerPoint to arrange and display relevant information during customer business reviews
• Experience using web analytics platforms (Google Analytics, Adobe Analytics) would be an asset
• Knowledge of Adobe Marketing Cloud (Adobe Experience Manager, Adobe Target) would be an asset
• Strong presentation skills and the ability to influence decision makers in various sizes of organization
• Ability to think critically, analyze quantitative and qualitative data, and make recommendations to help clients identify opportunities for engagement/education among their plan members
• Strong customer-facing skills including expectation management, communication skills, information management
• Must have a valid driver’s license and a personal automobile.

Competencies:
• Proven ability to determine business priorities, meet goals, handle high volumes of work and work collaboratively within team and across multiple teams.
• Excellent analytical, problem solving, interpersonal, organizational and time management skills.
• Excellent customer service skills.
• Strong negotiation and conflict management skills.
• Strong oral and written communication skills.
• Good leadership and presentation skills.
• Ability to be flexible and empathetic.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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 .

The annual base salary for this role is listed below.

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.