Service Relationship Specialist

7 months ago

Toronto, Canada Manulife Full time

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**

Remote

**Support**
- Respond to benefit plan inquiries and resolve escalated and complex inquiries from Plan Sponsors, Plan Advisors/Consultants, and internal department contacts. Owning and respecting the unique demands of each customer while being considerate of the time frame ensuring a thorough response.
- Champion for a successful outcome for all involved, the Service Relationship Specialist role is responsible for the successful resolution and negotiation of all service escalations. Advocate for a favorable conclusion for all parties. All service escalations must be successfully resolved and negotiate by the Service Relationship Specialist.
- Initiate Amendment requests ensuring that information is complete and outstanding requirements are obtained in a timely manner to meet deadlines and meet effective dates of plan changes.
- Collaborate with our Customer Experience/Operations teams to facilitate information-sharing and identify key issues with our online customer.
- Assist with general internal initiatives related to Group Benefits services, products, and procedures.
- Facilitate multiple meetings with our Plan Advisors/Consultants and Plan Sponsors as well as internal teams.
- Take on special projects and/or research assignments for client needs.

**Advise**
- As the face of Manulife, you 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.
- Prepare and analyze and interpret client reports for review.
- Generate client reports using web analytics platforms via various reporting tools, requiring analysis and comparison of many reports to ensure we are fulfilling our customer’s needs.
- Provide expertise on Manulife’s digital experience for group benefits clients (Web, mobile, voice), and highlight key features and functionality.
- Support group benefits clients in driving adoption of our digital tools and experiences among their plan members
- Provide reporting on digital uptake/usage to help group benefits clients understand overall plan health and identify areas of opportunity for education/engagement.
- You drive results by reviewing special requests and helping promote and sell products and services based on client needs and your unit’s business objectives and strategies.
- Establish and maintain client relationships by identifying current or potential needs and promoting client retention.
- Providing recommendations on plan design, service options, technology solutions and any ongoing administration needs to the client.
- Applies understanding of legislative and privacy guidelines to assist in client meetings.

**Educate**
- Deliver presentations to employee groups to facilitate enrolment and/or introduce their Group Benefits (in person or remote).
- Meet with plan administrators to train and educate them on effective methods of plan administration.
- Lead customer workshops and training around product updates & new features
- Maintain direct contact with clients/advisors, proactively planning your client meetings to ensure regular connections are made.
- When new products are launched in Group Benefits, take the Lead together with the Account Executive to learn, present and speak to these new services. Become the expert in delivering and educating clients on these services and how it affects their population and what amendments are required to their plans if any.
- Using our Seismic Tools to put presentations together to present and deliver our services to clients.
- Clients rely heavily on the Service Relationship Specialist on how to manage new services and products that are launched, or on any new legislative initiatives.
- Coaching mindset and abilities enabling to define solutions and delivering outcomes.

**Shared Responsibilities**:
Works with a Team of Account Executives and collaborates with other Service Relationship Specialists.

Assist new Service Relationship Specialists with Job Shadowing and Buddy system to ensure all members of the team can successfully represent Manulife Group Benefits Services.

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 t

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