Operations Service Specialist

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 see 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.Position Responsibilities:First 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 managing to the timelinesProblem solving along with the support of other resources.Understand 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 GB. Warranty 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 issues.Lead 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 Benefits.Statistical 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 Qualifications:Extensive Group Benefits Knowledge, and ExperiencePreferred Qualifications: Superior 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 systems.Bilingualism (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 Quebec.When you join our team: We’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.#LI-HybridAbout Manulife and John HancockManulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.Manulife is an Equal Opportunity EmployerAt Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.It 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. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.Referenced Salary LocationWaterloo, OntarioWorking ArrangementHybridSalary range is expected to be between$50,700.00 CAD - $84,500.00 CADIf you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.