Operations Support Analyst

2 weeks 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

The AdminAdvantage Administration team within the Manulife Group Benefits organization links people, technology and expert services to simplify benefits administration and provide a consistent, powerful member and client experience. Our vision is to be recognized as the partner of choice within the industry for benefits solutions and benefits administration services.

**Responsibilities**
- Coordinate completion of Client requests within the expected Turnaround time, utilizing resources from multiple locations and time zones
- Identify/report business risks to the Leadership team, including identifying training opportunities and the utilization of our tools and methodologies to allow us to meet our established service level agreements/turnaround standards.
- Review previous days' performance and adjust assigned work as necessary, including allocating work based on personal queues and priorities
- Provide daily reporting highlighting outstanding transactions, recommending tactics to maintain expected levels of service for each client
- Work with leaders on work-type gap identification and volume trend analysis
- Compile Service Level reports for distribution to internal stakeholders
- Support onboarding of new clients, including keeping client profiles updated
- Manage the client-shared inboxes, including implementation, decommissioning and access requirements
- Research and analyze issues, understand the root cause, correct the issue and suggest preventive measures for future occurrences.
- Take ownership for troubleshooting AWD issues, engaging support as required
- Raise any issues and administration incidents to the Senior Benefits Administrator
- Update as instructed, all tasks in the Project Management tool daily and accurately

**How will you create impact?**

AdminAdvantage Administration is looking for an **Operations Support Analyst **to join our team. As a team member, you will coordinate AdminAdvantage Workflows, working with individuals globally to ensure client requests' smooth, consistent and on-time completion. Our clients trust the administration of their group benefits to us and you will be part of a team that delivers outstanding results to those clients and our members.

**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**
- You realize that the need to continue to learn and invest in your own development is a never-ending journey
- You never lose sight of the customer - their needs and their experience in doing business with us. You put the customer at the center of everything you do
- You have top-notch communication skills and can communicate complex ideas in a manner that can be easily understood
- The customer service profession isn’t new to you. You’ve spent at least 3 years growing your knowledge, skills and experience in this line of work and you have a clear track record of success in delivering excellent service in a fast-paced, professional environment
- You learn FAST. You pick up new ideas, concepts, technologies, and tools easily
- You have an approachable style that just makes people want to work with you - and that helps build great relationships between other people and groups
- You demonstrate accountable behaviours - you take initiative and show ownership in everything you do
- You can adapt to change, and even embrace it
- You successfully manage competing priorities like a champion
- You maintain your composure and best self during challenging times or challenging interactions
- You’re comfortable driving solution progress forward - even when your team doesn’t have all the answers yet. Dealing with the unknown and uncertain is no big deal for you
- You’re a capable and innovative problem-solver using sound judgement to make business decisions that drive results and solve customer problems
- You don’t like to stand by when you notice that there’s something that could work better for your team or Manulife. You want to improve things - and you do something about it
- You know how t

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