Group Benefits Service Relationship Specialist

1 month ago

Winnipeg, Canada Manulife Insurance Malaysia Full time
Group Benefits Service Relationship Specialist

Apply locations Winnipeg, Manitoba CAN, Saskatchewan - Full Time Remote

Time Type: Full time

Posted on: Posted Yesterday

Job Requisition ID: JR24071189

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement: Hybrid

Job Description:

The Service Relationship Specialist role represents Manulife externally with existing and potential Mid-Market clients and our key Advisor Firms and Partners. They work alongside the Account Executives in this client-facing role and support our distribution partners in delivering improved benefits and superior service to Plan Advisors/Consultants and Plan Sponsors. This team collaborates with internal service providers to provide exceptional service to new and existing Mid-Market clients of 50+ lives.

Individual Responsibilities:

  • Support:
    • Support Distribution partners in the acquisition of new business; participate and present in finalist presentations and implementation meetings on the Mid-Market Segments.
    • Respond to benefit plan inquiries and resolve escalated and complex inquiries from Plan Sponsors, Plan Advisors/Consultants, and internal department contacts.
    • Champion for a successful outcome for all involved, responsible for the successful resolution and negotiation of all service escalations.
    • Initiate Amendment requests ensuring that information is complete to meet deadlines.
    • Collaborate with Customer Experience/Operations teams to facilitate information-sharing.
    • Assist with general internal initiatives related to Group Benefits services, products, and procedures.
    • Facilitate meetings with Plan Advisors/Consultants and internal teams.
    • Take on special projects and/or research assignments for client needs.
  • Advise:
    • Apply understanding of legislative and privacy guidelines to assist in client meetings.
    • Provide recommendations on plan design, service options, technology solutions.
    • Establish and maintain client relationships by identifying needs and promoting retention.
    • Review special requests and help promote and sell products based on client needs.
    • Provide reporting on digital uptake/usage to help clients understand overall plan health.
    • Support clients in driving adoption of digital tools.
    • Generate client reports using web analytics platforms.
    • Prepare and analyze client reports for review.
    • Understand the intricacies of each Plan Sponsor's Group Benefits designs.
    • Build and maintain successful relationships with partners.
  • Educate:
    • Define solutions and deliver outcomes with a coaching mindset.
    • Manage new services and products launched, and legislative initiatives.
    • Use Seismic Tools to present services to clients.
    • Lead customer workshops and training around product updates.
    • Meet with plan administrators to train them on effective plan administration methods.
    • Deliver presentations to employee groups to facilitate enrolment.

Shared Responsibilities:

Works with a Team of Account Executives and collaborates with other Service Relationship Specialists.

This job description does not represent a comprehensive listing of job duties that are required of the employee performing this role. We reserve the right to change duties or assign additional duties at any time with or without notice.

Job Requirements:

  • Minimum three to five years of work experience in Group Benefits.
  • In-depth knowledge and understanding of Group Benefits products and services.
  • Building and strengthening existing client relationships.
  • Proven ability to take initiative and display integrity.
  • GBA designation or working towards it is an asset.
  • Good knowledge of underwriting concepts.
  • Strong analytical skills using Microsoft Office products.
  • Excellent presentation skills and ability to influence decision makers.
  • Strong customer-facing skills including communication skills.
  • Ability to work independently and in a team setting.
  • Outstanding analytical and problem-solving ability.
  • Relationship-oriented; comfortable managing across various levels.
  • Must have a valid driver’s license and a personal automobile.

Competencies:

  • Proven ability to meet goals and handle high volumes of work.
  • Excellent analytical, problem-solving, and time management skills.
  • Negotiation and influencing skills.
  • Strong attention to detail.
  • Champion of superior service delivery and communication skills.
  • Good understanding of Manulife’s administrative systems.
  • Independent, self-motivated individual with multitasking abilities.
  • Strategic thinker focused on finding solutions.
  • Collaborative across multiple departments.
  • Ability to handle conflicts with compassion.
  • Proficient in modern technology.

Decision Authorities:

  • This role directly impacts the Sales, Profitability and Persistency of the overall Distribution offices.
  • Educating Clients on Manulife’s Group Benefits services.

Key Challenges:

  • Handling high volumes of work within tight time frames.
  • Balancing demands of many Advisors/Consultants and Account Executives.
  • Ensuring service quality while resolving financial service issues.

Working Conditions:

  • Occasional travel required within your region to Client Meetings.
  • This role may require working outside traditional business hours.
  • Work Smart options are available.

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.

Manulife is an Equal Opportunity Employer.

At Manulife /John Hancock, we embrace our diversity and strive to attract, develop and retain a workforce that is as diverse as the customers we serve.

Salary & Benefits:

The annual base salary for this role is listed below.

Primary Location: Winnipeg, Manitoba

Salary range is expected to be between: $56,400.00 CAD - $94,000.00 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.

Manulife offers eligible employees a wide array of customizable benefits...

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