Operations Service Specialist

Manulife; Halifax; Hybrid; CAD 51,000 - 86,000; Full time

Job summary

A major financial services company is seeking a Service Specialist in Halifax to support operational areas and field offices with service issues. The role requires extensive knowledge of Group Benefits and involves problem-solving, service delivery, and team leadership. The position offers a hybrid working arrangement and a salary range between $51,375.00 CAD and $85,625.00 CAD.

Benefits

Flexible working environment

Opportunity for professional growth

Inclusivity and well-being support

Qualifications

• Extensive Group Benefits Knowledge and Experience.
• Bilingualism (English and French) is an asset.
• Strong people skills with negotiation and conflict resolution.

Responsibilities

• Act as the first point of contact for service issues.
• Support warranty programs and analyze trends.
• Champion superior service delivery through team skills.

Skills

Group Benefits Knowledge

Customer Service

Communication Skills

Team Building

Project Management

Job description

Overview

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 and is accountable for ensuring that service-related issues received within the Operations teams are managed in the required timeframes from start to finish. The goal is to ensure the customer receives the highest level of service possible. The Service Specialist may attend meetings with various areas of the organization at all levels, including Customer Meetings where necessary.

Working Arrangement: Hybrid

Responsibilities

• First Point of Contact for service issues
  • Escalations related to any Operations transaction
  • Facilitating regular update meetings
  • Responding to Customers (written and verbal)
  • Facilitate activities as they relate to service issues
  • Provide directions to the organization as it relates to changes to existing processes
  • Ensure the resources required for each service recovery project are managed to the timelines
  • Problem solving along with the support of other resources
  • Understand the cost of exceptions to Manulife standards
  • Creativity 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 Support
  • Recommendations on when groups should go into warranty and when they should come off
  • Review escalated issues as they relate to groups in warranty
  • Analyze, identify trends and provide statistical reporting on warranty groups
  • Reviewing 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/PMA
  • Through team building skills and leadership skills demonstrate that the team approach of Manulife is superior to other organizations
  • Strong People skills with respect to negotiation and conflict resolution
  • Champion of superior service delivery
• Project Resource
  • Assist with overall projects as they relate to services, products and processes within Group Benefits
  • Statistical reporting (issues log) on all escalated issues
  • Escalating issues (if necessary) in conjunction with the Canadian Division Complaint Management Policy and Program and/or the Privacy/compliance office

Required Qualifications

• Extensive Group Benefits Knowledge, and Experience

Preferred Qualifications

• Superior Customer Service approach
• Excellent Communication Skills, both verbal and written
• Presentation Skills
• Leadership Strength (people and project)
• Project Management & Business Analyst Skills
• Decision Making, Influencing and Negotiation Skills
• Comprehensive 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.

Manulife is an Equal Opportunity Employer

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. To request a reasonable accommodation in the application process, contact [e-mail].

Referenced Salary Location: Montreal, Quebec

Salary range is expected to be between $51,375.00 CAD - $85,625.00 CAD

Hybrid working arrangement and additional details on salary and benefits are provided in the original listing.