Job Description

Join our Distributor Relations & Learning team as a Digital Desk Specialist, serving as the central point of contact for advisors, marketing assistants, and support staff. You will provide real-time support and training on our insurance digital tools, ensuring exceptional service and high-quality interactions with distributors.


In this independent role, you'll drive digital growth by expertly managing E-Business solutions within the insurance sector. As a subject matter expert, you'll navigate complex situations across our digital offerings, contributing significantly to our learning strategy in Insurance Operations.

Position Responsibilities:

Promote and influence the adoption of E-Business Solutions in the insurance sector while fostering learning and user confidence through problem-solving and education, building strong relationships with our distribution network. Acknowledge, manage, and prioritize each request promptly, consistently delivering exceptional service and demonstrating professionalism and empathy through active listening. Support, develop, and maintain strong collaboration with business units, identifying opportunities to improve operational processes and influencing decisions to enhance the customer experience. Utilize sound judgment and risk assessment in recommending exceptions outside standard practices, demonstrating innovative thinking to challenge cumbersome processes and promote positive change. Act as a change agent, making strategic recommendations to business unit leaders to drive organizational improvements and enhance the overall customer experience.

Required Qualifications:

Post-secondary education with relevant experience or equivalent industry experience in the insurance/finance sector Minimum 2-year experience in a customer support role Maintains procedural expertise and broad knowledge, staying up to date with systems, tools, and policies in a rapidly changing environment. Capable of quickly identifying and solving problems, conducting trend analysis, and reporting findings. Exhibits flexibility, adaptability, and the ability to multitask, organize, and prioritize tasks to meet tight deadlines.

Preferred Qualifications:

Manage all distributor interactions promptly and professionally, ensuring sensitivity, courtesy, and accuracy while adhering to Manulife's terms and policies, and demonstrate autonomy in assessing risks for complex issues. Analyze complex situations using expert problem-solving skills to find effective resolutions, engage internal teams when necessary, and identify systemic issues and root causes to collaborate on solutions with business partners. Use sound judgment in triaging calls and express the voice of users by sharing insights to drive proactive improvements in their learning experiences, influencing decisions and driving organizational change to enhance tools and processes. Organize and prioritize tasks to meet aggressive deadlines, often working beyond regular hours, while staying updated with changes in tools, technology, and company policies to share knowledge and support team efforts. Develop and maintain strong collaboration with stakeholders across Learning & Development, New Business Case Coordination, DTSC, Insurance Sales, and Contact Centre to ensure comprehensive resolutions and support growth and user confidence.

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.

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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 recruitment@manulife.com .

Referenced Salary Location

Montreal, Quebec

Working Arrangement

Hybrid

Salary range is expected to be between

$50,700.00 CAD - $84,500.00 CAD
If you are applying for this role outside of the primary location, please contact recruitment@manulife.com 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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.