Group Benefits Service Relationship Specialist

1 month ago

Toronto, Ontario, Canada Manulife Full time

Job Description

The Group Benefits Service Relationship Specialist plays a pivotal role in representing Manulife externally with corporate clients, advisors, and partners. This individual works closely with Account Executives to deliver exceptional service and value-added benefits. Key responsibilities include collaborating with internal teams, supporting distribution partners, and providing expertise in the corporate space.

Key Responsibilities:

  1. Support
    • Assist distribution partners in acquiring new business and participating in finalist presentations and implementation meetings.
    • Act as a liaison between internal partners and clients to facilitate the acquisition of new business.
    • Respond to benefit plan inquiries and resolve escalated and sophisticated inquiries from plan sponsors, advisors, consultants, and internal department contacts.
    • Champion successful outcomes for service escalations and negotiate favorable conclusions for all parties.
  2. Advise
    • Build and maintain relationships with existing and potential partners, understanding the intricacies of each plan sponsor's group benefits designs.
    • Prepare and analyze client reports for review, utilizing web analytics platforms and various reporting tools.
    • Provide expertise on Manulife's digital experience for group benefits clients and highlight key features and functionality.
    • Support the adoption of digital tools and experiences among plan members, providing reporting on digital uptake and usage to help clients understand overall plan health and identify areas of opportunity for education and engagement.
  3. Educate
    • Deliver presentations to employee groups to facilitate enrollment and introduce group benefits.
    • Meet with plan administrators to train and educate them on effective methods of plan administration.
    • Lead customer workshops and training on product updates and new features, proactively planning client meetings to ensure regular connections are made.

Shared Responsibilities:

  • Collaborate with a team of account executives and other service relationship specialists.
  • Assist new service relationship specialists with job shadowing and the buddy system to ensure successful representation of Manulife Group Benefits Services on the corporate market.

Job Requirements:

  1. Extensive group benefits knowledge and experience.
  2. In-depth knowledge and understanding of group benefits products and services.
  3. Building and strengthening existing client and consultant/ advisor relationships.
  4. Proven ability to take initiative, be a strong self-manager, and display integrity.
  5. GBA designation or working towards the designation.
  6. Understanding of funding arrangements, underwriting concepts, risk analysis, and financial reporting.
  7. Strong technical and analytical skills using Microsoft Office products, Excel, and/or PowerPoint, web analytics platforms, to arrange and display relevant information during customer business reviews.

Competencies:

  • Proven ability to determine business priorities, meet goals, manage high volumes of work.
  • Excellent analytical, problem-solving, interpersonal, organizational, and time management skills.
  • Negotiation and influencing skills are paramount.
  • Strong attention to detail.
  • Champion of superior service delivery, customer service, oral and written communication skills.

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