Group Benefits provides a broad range of coverage including health and dental care, emergency travel assistance, short- and long-term disability, group critical illness, absence management services and wellness products, flexible benefit plans, life insurance and accidental death and dismemberment coverage.

The Service Relationship

Specialist role represents Manulife externally with existing and potential corporate clients (large and jumbo) as well as our key Advisor Firms and Partners. They work alongside the Account Executives in this client facing role and supports our distribution partners in the delivery of value-added benefits and superior service to Plan Advisors/Consultants and Plan Sponsors. This role requires advanced skillset in the corporate space to accelerate growth in our book of business, perform tasks required and be proficient in retaining corporate clients.

This team owns collaboration with internal service providers such as Customer Experience, Underwriting, and Implementation, Plan Document Services, Sponsor Financial Services, Plan Member Administration, and our Admin Advantage Flex Benefit Teams to provide exceptional service to new and existing corporate clients ranging from 400 lives to 80,000+ with premium $1M to over $100M+ for our largest National corporate clients. Working with our largest Consulting firms in the Group Perks industry across Canada, experience and expertise in this field will be paramount.

Support

Distribution partners in the acquisition of new business; participate and present in finalist presentations and implementation meetings. Assist internal partners in acquiring current business by serving as a liaison; Owning and respecting the unique demands of each customer while being considerate of the time frame ensuring a thorough response. Champion for a successful outcome for all involved, the Service Relationship Specialist role is responsible for the successful resolution and negotiation of all service escalations.

All service escalations must be successfully resolved and negotiate by the Service Relationship Specialist. Includes ability to understand, explain and outline complex structures for large corporate Clients. Collaborate with our Customer Experience/Operations teams to facilitate information-sharing and identify key issues with our online customer.

Assist with general internal initiatives related to Group Benefits services, products, and procedures. Take on special projects and/or research assignments for corporate client needs. Understand the intricacies and complexities of each Plan Sponsor's Group Benefits designs and the sophistication of the Advisors/Consulting houses.

Generate client reports using web analytics platforms via various reporting tools, requiring analysis and comparison of many reports to ensure we are fulfilling our customer’s needs. Provide expertise on Manulife’s digital experience for group benefits clients (Web, mobile, voice), and highlight key features and functionality. Support group benefits clients in driving adoption of our digital tools and experiences among their plan members Provide reporting on digital uptake/usage to help group benefits clients understand overall plan health and identify areas of opportunity for education/engagement.

You drive results by reviewing special requests and helping promote and sell products and services based on client needs and your unit’s business objectives and strategies. Providing recommendations on plan design, service options, technology solutions and any ongoing administration needs to the client. Applies understanding of legislative and privacy guidelines to assist in client meetings.

Deliver presentations to employee groups to facilitate enrolment and/or introduce their Group Benefits (in person or remote). Meet with plan administrators to train and educate them on effective methods of plan administration. Lead customer workshops and training around product updates & new features Maintain direct contact with clients/advisors, proactively planning your client meetings to ensure regular connections are made.





When new products are launched in Group Benefits, take the Lead together with the Account Executive to learn, present and speak to these new services. Become the expert in delivering and educating clients on these services and how it affects their population and what amendments are required to their plans if any. Using our Seismic Tools to put presentations together to present and deliver our services to clients.

Clients rely heavily on the Service Relationship Specialist on how to manage new services and products that are launched, or on any new legislative initiatives. Works with a Team of Account Executives and collaborates with other Service Relationship Specialists. Assist new Service Relationship Specialists with Job Shadowing and Buddy system to ensure all members of the team can successfully represent Manulife Group Benefits Services on the corporate market.

Building and strengthening existing client and consultant/advisor relationships. Understanding of funding arrangement, underwriting concepts, risk analysis and financial reporting. Solid technical and demonstrated analytical skills using Microsoft Office Products, Excel and/or PowerPoint, Web Analytics platforms, to arrange and display relevant information during customer business reviews.

Supports, participates, and presents in corporate Finalist Presentations to attain new and keep existing business out to Market. Strong customer-facing skills including expectation management, communication skills, information management. Ability to work independently and in a team setting, self-starter, innovative thinking with a keen eye for results and driven by quality.

Optimizes the plan’s activities, as it relates to administration, providing recommendations on plan design, service options, technology solutions and ongoing administration needs of the client in the corporate space. High level of capability required to assist in retaining and winning new business. Ability to think critically, analyze quantitative and qualitative data, and make recommendations to help clients identify opportunities for engagement/education among their plan members.

Must have a valid driver’s license and a personal automobile. Champion of superior service delivery, customer service, oral and written communication skills. Comprehensive understanding and knowledge of Manulife’s administrative systems.

Strategic and creative thinker focused on finding solutions to unique Plan Sponsor needs. Ability to be flexible and empathetic and ability to manage conflicts. Presenting together with the Account Executives at Client Service Meetings.

Taking initiative to prepare and structure these meetings.

Service Relationship

Specialist attends all meetings for client’s re-enrolment of flex benefits with our Admin Advantage Teams and helps facilitate and ensure all tasks are brought to completion. Attend ongoing service meetings, maintaining and facilitating action logs with head office areas. Excellent planning and project management skills with a confirmed ability to complete large/sophisticated concurrent projects within tight timeframes.

High level of skillsets and knowledge required for corporate business, understanding of complex structure. Proficient to gather and submit details on complex amendments on large corporate business, includes in-depth understanding of their set-up. Ability to offer consultative solutions on the corporate block of business while working closely with our key Advisor/Consultant firms.

Understanding the reports on client utilization and presenting areas to assist their employees. Take the Lead in Projects for large corporate clients for Implementing new companies, mergers, acquisitions,



restructures.

Service Relationship

Specialist acts as project manager in assisting Head Office Partners/Underwriters in large project initiatives depending on client needs. Keeping existing clients by ensuring any potential service issues are resolved promptly and putting checks in place to prevent issues from reoccurring. Identifies areas where we can be of further assistance to our clients by sharing information about other products available to them.

In this role, must possess ability to make decisions and take ownership that will bring in new business for the large corporate groups. Managing high volumes of work within tight time frames and balancing competing priorities. Working with many Advisors/Consultants and Account Executives and balancing their demands, needs and expectations.

When a service issue is identified, these could have a financial implication, it is critical that the issue be managed to resolution while ensuring that service and quality are maintained. Direct interaction with very senior, decision-makers and those who influence decisions on what business Manulife wins and retains. Occasional travel will be required within your region to Client Meetings, Wellness Fairs, Employee Sessions.

Example - employee sessions for night shift workers. Some occasional travel to other provinces within Canada or U.S. for Large National Corporate Client meetings. We’ll recognize and support you in a flexible environment where well-being and inclusion are As part of our global team, we’ll support you in shaping the future you want to see Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better.

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.

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. CAN, Ontario - Full Time Remote Remote 70,500.00 CAD - $117,500.00 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. com 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.

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. #

📌 Bilingual Client Service Associate Remote (Toronto)
🏢 Manulife
📍 Toronto