Operations Service Specialist

OverviewThis position is responsible for supporting all Operational areas and Field offices with respect to services issues. The Service Specialist is the single point of contact for service escalations in the organization and is accountable for ensuring that service-related issues received within the Operations teams are managed in the required timeframes from start to finish. The goal is to ensure the customer receives the highest level of service possible. The Service Specialist may attend meetings with various areas of the organization at all levels, including Customer Meetings where necessary.Working Arrangement: HybridResponsibilitiesFirst Point of Contact for service issuesEscalations related to any Operations transactionFacilitating regular update meetingsResponding to Customers (written and verbal)Facilitate activities as they relate to service issuesProvide directions to the organization as it relates to changes to existing processesEnsure the resources required for each service recovery project are managed to the timelinesProblem solving along with the support of other resourcesUnderstand the cost of exceptions to Manulife standardsCreativity with respect to the current product and services available to GB customers that will provide the customer with the desired outcome and not negatively impact Manulife GBWarranty Program SupportRecommendations on when groups should go into warranty and when they should come offReview escalated issues as they relate to groups in warrantyAnalyze, identify trends and provide statistical reporting on warranty groupsReviewing the Client Monitoring report to ensure issues are known and being dealt with, as well as work with the RGO to fully understand the related issuesLead and Foster a “Team” approach to service in SFS/PDS/PMAThrough team building skills and leadership skills demonstrate that the team approach of Manulife is superior to other organizationsStrong People skills with respect to negotiation and conflict resolutionChampion of superior service deliveryProject ResourceAssist with overall projects as they relate to services, products and processes within Group BenefitsStatistical reporting (issues log) on all escalated issuesEscalating issues (if necessary) in conjunction with the Canadian Division Complaint Management Policy and Program and/or the Privacy/compliance officeRequired QualificationsExtensive Group Benefits Knowledge, and ExperiencePreferred QualificationsSuperior Customer Service approachExcellent Communication Skills, both verbal and writtenPresentation SkillsLeadership Strength (people and project)Project Management & Business Analyst SkillsDecision Making, Influencing and Negotiation SkillsComprehensive understanding of Manulife administration systems and any system that may interact with these systemsBilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of QuebecWhen you join our teamWe’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.Manulife is an Equal Opportunity EmployerIt 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. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.Referenced Salary Location: Montreal, QuebecSalary range is expected to be between $51,375.00 CAD - $85,625.00 CADHybrid working arrangement and additional details on salary and benefits are provided in the original listing. #J-18808-Ljbffr