Job Description

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

At Home



Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You\xe2\x80\x99ve come to the right place. We\xe2\x80\x99re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we\xe2\x80\x99d like to hear from you.

The Annuity Services team is in the Claims and Underwriting Organization, partners with administrative groups in providing investors with quality operational services. These services include the processing of financial and non-financial transactions and handling outbound and inbound communications to clients and advisors. Our strong focus on customer service is reflected in our vision: to be an industry service leader by exceeding customer expectations through the strength of our people and technology.

Responsibilities and Key Accountabilities:

Directly provide Subject Matter Expert support relating to Manulife Annuity products. Process on related Annuity systems and the Verification of Annuitant program regarding:

Our commitments to our clients are being met with ensuring our Annuitants are receiving their Annuity payments on schedule.

Work with our Annuitants, Power or Attorneys, Trustees and Advisors. Strong interactions with internal teams for example Policy Control, Call Centre and Compliance.

Death of Annuitants are being reported immediately to ensure no overpayments and reserves are released.

Processing bank and address changes and removing restrictions on the applicable system.

Reviewing Power of Attorney documents to ensure they are the correct documents to have on file to act on behalf of the Annuitant.

Searching for missing clients and reaching out to family members to ensure payments are being paid OR death claims are being handled timely

Unclaimed Property \xe2\x80\x93 investigation and analysis of unclaimed cases.

Contribute to department projects and special initiatives as required

Escalation handling for key internal business partners & service stakeholders

Support continuous improvement and process improvements as required

Key Challenges:

Challenging old annuity systems and learning and processing that is required on these systems.

Working with our elderly population and challenges on talking to them on the phone.

Adhering to multiple, and sometimes directly competing, timelines for a variety of initiatives as assigned.

Organizational Impact - This role has the authority to:

Bring forward issues and concerns determined through trend analysis and make recommendations and/or communicate to your leader suitable problem resolution and implementation

How will you create impact?

The Service Specialist for our Annuity Services team as a primary point of contact for Annuitants, Advisors, internal business partners, and our external customers being a subject matter expert for our Annuity policies.

As assigned, the Service Specialist will be responsible for completing complex tasks re the Annuity record-keeping system, administering changes for our customers and working on some complex cases & escalations.

The Specialist is expected to maintain a current knowledge of changes & upcoming initiatives that may impact business processes and supports the timely adoption of new and updated industry & product standards when appropriate.

The Specialist is responsible for meeting the needs of our customers in receiving and responding to escalated client and Advisor inquiries, complaints and requests. As assigned, the Specialist may be further responsible for providing analyses, recommendations and implementation plans in order to improve the standard of quality that we deliver to our customers.

This role will support as required initiatives focused on improving operational effectiveness and cost-effective service delivery within the established SLA\xe2\x80\x99s.

What motivates you?

You obsess about customers, listen, engage and act for their benefit.

You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.

You thrive in teams and enjoy getting things done together.

You take ownership and build solutions, focusing on what matters.

You do what is right, work with integrity and speak up.

You share your humanity, helping us build a diverse and inclusive work environment for everyone

What we are looking for

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.

Accountable for providing quality, phone-based customer service to and from clients or their legal representative.

Prior administrative experience within a retail investments operational environment

Strong understanding Annuity and/or Structured Settlement products (would be an asset)

Expertise with VAPS and/or APV (would be an asset)

Ability to organize & prioritize work in a high-volume area and adhere to strict timelines

Processing on Annuity systems to ensure banking, address changes and any client changes are being handled timely

Proven investigative and problem-solving skills, with an ability to be resourceful in identifying issues and solutions

Demonstrated ability to be flexible and exercise judgment in a changing environment

Demonstrated ability to develop and maintain positive cross-department relationships to attain collaborative solutions

Strong Analytical and decision-making skills

Attentiveness to detail

Excellent communication skills both written and oral

Excellent collaborative skills

Excellent team player

Note: Flexibility with respect to overtime may be required as business needs dictate

What can we offer you?

A competitive salary and benefits packages.

A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

A focus on growing your career path with us.

Flexible work policies and strong work-life balance.

Professional development and leadership opportunities.

Our commitment to you

Values-first culture: We lead with our Values every day and bring them to life together.

Boundless opportunity: We create opportunities to learn and grow at every stage of your career.

Boundless opportunity: We invite you to help redefine the future of financial services.

Delivering the promise of Diversity, Equity and Inclusion: We foster an inclusive workplace where everyone thrives.

Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.

#LI-REMOTE

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as \xe2\x80\x98MFC\xe2\x80\x99 on the Toronto, New York, and the Philippine stock exchanges, and under \xe2\x80\x98945\xe2\x80\x99 in Hong Kong.

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 .

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location CAN, Ontario - Full Time Remote

Salary range is expected to be between $48,450.00 CAD - $80,750.00 CAD

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.

Manulife