The Service Relationship Specialist role represents Manulife externally with existing and potential (Mid-Market and may include some Corporate clients) 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 advantages and superior service to Plan Advisors/Consultants and Plan Sponsors. This team collaborates with internal service providers such as Customer Experience, Underwriting, and Implementation, Plan Document Services, Sponsor Financial Services, Plan Member Administration, teams to provide exceptional service to new and existing Mid-Market clients of 50+ lives.Individual ResponsibilitiesSupport – 35%- Support Distribution partners in the acquisition of new business; participate and presentin finalist presentations and implementation meetings on the Mid-Market Segments. Assist internal partners in acquiring new business by serving as a liaison; take part as a subject-matter expert in the short-list presentations and ongoing meetings for implementing new business.- Respond to benefit plan inquiries and resolve escalated and complex inquiries from Plan Sponsors, Plan Advisors/Consultants, and internal department contacts. 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. Advocate for a favorable conclusion for all parties. All service escalations must be successfully resolved and negotiate by the Service Relationship Specialist.- Initiate Amendment requests ensuring that information is complete and outstanding requirements are obtained in a timely manner to meet deadlines and meet effective dates of plan changes.- 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.- Facilitate multiple meetings with our Plan Advisors/Consultants and Plan Sponsors as well as internal teams.- Take on special projects and/or research assignments for client needs.Advise – 35%- As the face of Manulife, you build and maintain successful and lasting relationships with existing and potential partners.- Understand the intricacies and complexities of each Plan Sponsor's Group Benefits designs and the sophistication of the Advisors/Consulting houses.- Prepare and analyze and interpret client reports for review.- 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 chance 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.- Establish and maintain client relationships by identifying current or potential needs and promoting client retention.- 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.Educate – 30%- 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.- Coaching mindset and abilities enabling to define solutions and delivering outcomes.Shared Responsibilities- 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.Job Requirements- Minimum three to five years of work experience in Group Benefits.- In-depth knowledge and understanding of the Group Benefits products and services.- Building and strengthening existing client and consultant/advisor relationships.- Proven ability to take initiative, be a strong self-manager and display integrity.- GBA designation or working towards the designation an asset.- Good knowledge of underwriting concepts.- Strong 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.- Excellent presentation skills and the ability to influence decision makers in various areas of organization.- Supports, participates, and presents in Mid-Market 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.- Outstanding analytical, strategic, and problem-solving thinking ability – enabling the candidate to recognize issues, outline possible implications and suggest solutions.- Relationship-oriented; must be comfortable working with a wide range of individuals at different levels, managing across, up,



and down and self-manage to meet timelines of multiple priorities.- Capability to determine sensitive client needs or issues.- Must have a valid driver’s license and a personal automobile.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.マニュライフとジョン・ハンコックについてマニュライフ・ファイナンシャル・コーポレーションは、「あなたの未来に、わかりやすさを」を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、 https://www.Manulife.Co.Jp/lをご覧ください。マニュライフは機会均等を是とする雇用主ですマニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。雇用への平等なアクセスを提供するために、障壁を取除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、 [email protected] までご連絡をお願いします。Referenced Salary LocationAlberta, Full Time RemoteWorking Arrangement在宅勤務Salary range is expected to be between$59,700.00 CAD - $99,500.00 CADEmployees 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 [email protected] for the salary range for your location.Manulife offers eligible employees a wide array of customizable advantages, 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 [email protected] for more information about U.S.-specific paid time off provisions.#J-18808-Ljbffr

📌 Service Relationship Specialist - C$59,700 - C$99,500 A Year - Remote (Calgary)
🏢 Manulife
📍 Calgary