Operations Service Specialist

6 months ago

Montréal, 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**

Hybrid

**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 within the Operations teams 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.

**Responsibilities**
- Escalations related to any Operations 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
- 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.
- 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
- Assist with overall projects as they relate to services, products, and processes within Group Benefits.

**How will you create impact?**

The Service Team is a direct connection between our customers and our company. This team is responsible for the successful resolution and negotiations of all service escalations within GB Operations. The goal of the Specialist is to ensure that the customer is receiving the highest level of service possible

**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 build a diverse and inclusive work environment for everyone.

**What we are looking for?**
- 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.
- Bilingual in French and English

**What can we offer you?**
- A competitive salary and benefits packages.
- A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
- A focus on growing your career path with us.
- Flexible work policies and strong work-life balance.
- Professional development and leadership opportunities.

**Our commitment to you**
- Values-first culture
We lead with our Values every day and bring them to life together.
- Boundless opportunity
We create opportunities to learn and grow at every stage of your career.
- Continuous innovation
We invite you to help redefine the future of financial services.
- Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workpl

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