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Service Specialist

2 months ago

Waterloo, Canada Manulife Full time

**_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you. _**

**Working Arrangement**

Hybrid

**The Opportunity**

This 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. The Service Specialist is accountable for ensuring that any service-related issues received in the Plan Member Administration (PMA) area are being managed in the timeframes required and sees them through from start to finish. The goal of the Specialist is to ensure that the customer is receiving the highest level of service possible. The Service Specialist may also be called upon to attend meetings with the various areas of the organization at all levels. This could also include Customer Meetings where necessary.

**Key Accountabilities**:
**1. First Point of Contact for service issues**
- Escalations related to any Plan Member Administration (PMA) transaction
- Facilitating regular update meetings
- Responding to Customers (written and verbal)
- Facilitate activities as they relate to service issues
- Provide direction to the organization as it relates to changes to existing processes
- Ensure the resources required for each service recovery project are managing to the timelines
- Problem solving along with the support of other resources.
- Understand the cost of exceptions to Manulife standards
- Creativity 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 GB.
- Statistical reporting (issues log) on all escalated issues
- Escalating issues (if necessary) in conjunction with the "Canadian Division Complaint Management Policy and Program’ and/or the Privacy/compliance office

**2. Warranty Program Support**
- Recommendations on when groups should go into warranty and when they should come off
- Review escalated issues as they relate to groups in warranty
- Analyze, identify trends, and provide statistical reporting on warranty groups
- Reviewing 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 issues.

**3. Lead and Foster a “Team” approach to service in PDS**
- Through team building skills and leadership skills demonstrate that the team approach of Manulife is superior to other organizations
- Strong People skills with respect to negotiation and conflict resolution
- Champion of superior service delivery

**4. Project Resource**
- Assist with overall projects as they relate to services, products and processes within Group Benefits.

**Job Requirements **(Knowledge/Skills/Competencies)**:

- Extensive Group Benefits Knowledge and Experience
- Superior Customer Service approach
- Excellent Communication Skills, both verbal and written
- Presentation Skills
- Leadership Strength (people and project)
- Project Management & Business Analyst Skills
- Decision Making, Influencing and Negotiation Skills
- Comprehensive understanding of Manulife administration systems and any system that may interact with these systems

**Key Problems/Challenges**:
When a service issue is identified, it is critical that the issue be managed to resolution while ensuring that service and quality are maintained for all business. The management of internal and external partners is critical to success in this role.

There are times where the service issue raised has financial implications to both Manulife and the customer. The Service Specialist must identify these situations and ensure that the appropriate leaders are involved to ensure successful outcome.

Maintaining a superior level of knowledge on system changes and process changes in all operational units within Group Benefits. The Service Specialist will require ongoing training on each area and their services, products, and workflows in addition to training in any system related changes (internal and external of administration)

**Scope (Dimensions & Organizational Impact)**:
The role is responsible for the successful resolution and negotiation of all service escalations within PDS. The role is responsible for the warranty program

**What motivates you?**
- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us bui

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