Bilingual Specialist, Contract Services

Reporting to the Supervisor or Manager in Policy Change, the incumbent of the position is primarily responsible for handling transactions with various levels of complexity.

You are able to build and maintain positive relationships with internal and external customers. You are motivated to 'Think Big' and to express your ideas. You can manage high volumes of cases with aggressive turnaround times and service level agreements, by balancing new and existing cases and shifting priorities. You are solution-focused with the ability to demonstrate the ability to make sounds decisions, apply analytic/systemic reasoning to positively impact results and the customer experience.

Position Responsibilities:

• Reviews and/or processes received transactions accurately and in a timely manner.

• Provide excellent service to internal and external clients, whether emails, phone calls or correspondence. Respond to inquiries received from internal and external clients, after appropriate research and analysis. To do this, find the best way to solve the problem and accurately process the necessary operations.

• Collaborate with teams located in various offices to achieve dynamic volumes and meet service standards.

• Demonstrate a positive attitude in finding solutions to problems

• Contribute to the optimization of service efficiency by suggesting process improvements.

• Collaborate effectively with the other departments within Policy Services

Required Qualifications:

• Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

• College diploma or relevant work experience

Preferred Qualifications:

• Ability to work independently, with minimal direct supervision

• Demonstrated decision-making skills

• Entrepreneurship, initiative and attention to detail

• Strong interpersonal skills and verbal and written communication skills

• Ability to work in a fast-paced environment

• Ability to respond positively and constructively to challenges and opportunities

• Organizational skills and ability to multitask

• Excellent customer service skills

• Resilience and sense of adaptation

• Solid problem solving and decision-making skills 

• Self-starter with excellent initiative and attention to detail 

• Successful experience of working in a fast-paced environment 

• Consistently responds to challenges and opportunities in a positive and productive manner

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.

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About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit

Manulife is an Equal Opportunity Employer

At 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

Referenced Salary Location

Working Arrangement

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact 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 for more information about U.S.-specific paid time off provisions.