Bilingual Inforce Operations Specialist

Manulife Insurance Malaysia; Quebec; Hybrid; CAD 46,000 - 77,000; Full time

Job summary

Manulife Insurance Malaysia is seeking a Bilingual Inforce Policy Specialist who will report to the Supervisor, Legacy Products Operations, and handle processing transactions of varying complexity. The role requires excellent service to clients, effective communication in both English and French, and collaboration across offices to manage volumes and meet standards.

Key duties include reviewing transactions, researching inquiries, prioritizing tasks, and contributing to process improvements in a

Qualifications

• College diploma or equivalent experience.
• Bilingual (French & English) required to support clients from various jurisdictions outside of Quebec.
• Strong decision-making and interpersonal skills are preferred.

Responsibilities

• Review or process received transactions accurately and in a timely manner.
• Provide excellent service to internal and external clients via email, phone, or mail.
• Respond to inquiries from internal and external clients after conducting appropriate research and analysis.
• Collaborate with teams located in various offices to manage changing volumes and meet service standards.
• Demonstrate a positive attitude in finding solutions to problems.

Skills

Bilingual (French & English)

Strong communication

Interpersonal skills

Independent work

Multi-tasking

Highly organized

Detail-oriented

Adaptability

Customer service oriented

Proactive and self-motivated

Education

College diploma or equivalent experience

Job description

The Bilingual Inforce Policy Specialist will report to the Supervisor, Legacy Products Operations, and will be responsible for processing transactions of varying levels of complexity.

Position Responsibilities:

• Review or process received transactions accurately and in a timely manner.
• Provide excellent service to internal and external clients via email, phone, or mail.
• Respond to inquiries from internal and external clients after conducting appropriate research and analysis.
• Determine the best way to resolve issues and process the necessary transactions correctly.
• Collaborate with teams located in various offices to manage changing volumes and meet service standards.
• Demonstrate a positive attitude in finding solutions to problems.
• Contribute to improving service efficiency by suggesting process enhancements.
• Work effectively with other departments within Contract Services.
• Consistently meet or exceed established productivity, quality, and service standards.
• Handle multiple tasks simultaneously and prioritize daily based on workload and urgency.
• Ability to perform a wide range of tasks within the administrative unit.
• Demonstrate flexibility and adaptability in a constantly changing environment.
• Communicate confidently with internal and external clients, plan sponsors, agents, and brokers, both in writing and over the phone, in a courteous and professional manner.
• Regularly take ownership of managing all requests proactively.

Required Qualifications:

College diploma or equivalent experience 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.

Preferred Qualifications:

• Strong decision-making and interpersonal skills
• Excellent oral and written communication skills
• Ability to work independently and manage multiple tasks
• Highly organized and detail-oriented
• Adaptability to fast-paced environments
• Strong customer service orientation
• Proactive and self-motivated

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 The role being advertised is an existing vacancy.

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 https://www.manulife.com/en/about/our-story.html.

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 [e-mail].

Referenced Salary:

Location CAN, Quebec - Full Time Remote Working Arrangement Remote Salary range is expected to be between $45,900.00 CAD - $76,500.00 CAD Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location.

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 [e-mail] for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.

We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well‑being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognitions.

Recent awards include: 2024 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2023 Best Companies to Work for in Asia 2023 We’ve been recognized as one of Canada’s Top 100 Employers (2024) Manulife included in Bloomberg’s 2023 Gender‑Equality Index

To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the ‘Job Alerts’ section located in the top right corner of the page. From there, you can sign up to receive job alerts. Our ambition is to be the most digital, customer‑centric global company in our industry. Learn more at https://www.manulife.com/.