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Service Specialist

3 weeks ago

Waterloo, Canada Manulife Full time

The Service Specialist will act as the primary point of contact for service escalations within the organization. This role is responsible for managing service-related issues received by the Operations teams, ensuring they are resolved promptly from start to finish. The Specialist is committed to delivering excellent customer service and may attend meetings across various areas of the organization, including customer meetings when necessary.

**Position Responsibilities**:

- **Service Issue Management**: Act as the first point of contact for service issues, manage escalations, and coordinate resources to resolve problems efficiently. Organize regular update meetings and communicate with customers to ensure timely resolutions.
- **Operational Guidance and Improvement**: Provide direction on process changes to enhance service delivery, ensure timely resource management, and evaluate the financial impact of process deviations. Innovate with products and services to achieve customer satisfaction.
- **Warranty Program Oversight**: Offer recommendations on warranty status for groups, analyze trends, and provide statistical reporting. Review and resolve escalated issues related to warranty groups, ensuring comprehensive understanding and management.
- **Team Leadership and Development**: Foster a team-oriented approach to service across operations, demonstrating superior team collaboration and service delivery. Utilize strong people skills for negotiation and conflict resolution.
- **Project Support**: Assist with projects related to services, products, and processes within Group Benefits, contributing to overall project success and alignment with organizational goals.

**Required Qualifications**:

- Strong proficiency in data analysis and management tools, especially Excel, as well as the ability to with other data formats
- Extensive knowledge and experience in Group Benefits

**Preferred Qualifications**:

- Keen attention to detail with a strong ability to identify and question inconsistencies
- Exceptional customer service skills
- Excellent communication skills, both verbal and written
- Strong leadership abilities, including people and project management
- Expertise in project management and business analysis
- Effective decision-making, influencing, and negotiation skills
- Comprehensive understanding of Manulife administration systems and any interacting systems

**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-HYBRID**

**About Manulife and John Hancock**

**Manulife is an Equal Opportunity Employer**

**Primary Location**

Waterloo, Ontario

**Working Arrangement**

Hybrid
**Salary range is expected to be between**

$57,675.00 CAD - $96,125.00 CAD

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short