Job Description

Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You've come to the right place. We're 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'd like to hear from you.

Working Arrangement At Home



Reporting to the Manager, Service Delivery, the Group Benefits Service Representative supports our distribution partners in the delivery of value-added benefits and superior service to Plan Advisors/Consultants and Plan Sponsors. This team routinely collaborates with internal service providers such as Customer Experience, Underwriting, and Implementation.

Capitalizing on sound industry knowledge, the Group Benefits Service Representative delivers superior service to their various client and advisor groups.This role represents Manulife professionally in client-facing meetings, and industry presentations as well as driving value for our clients and their plan members through empowering them to use Manulife's group benefits engagement platform. Strong relationship management skills are essential in building and maintaining connections with Clients, Advisors/Consultants and Manulife's sales teams.

An in-depth knowledge and understanding of the Group Benefits products, services and workflows both internally and within the regional office environments are a must. Negotiating and influencing skills are paramount given that the Service Rep collaborates internally across multiple departments, as well as externally with Plan Advisors, Consultants and Sponsors.

The Group Benefits Service Representative will have accountability to ensure client service satisfaction, conservation and profitability of our Group Benefits block of business.

Key Accountabilities

Support

Support Distribution partners in the acquisition of new business; participate in finalist presentations and implementation meetings.

Respond to benefit plan inquiries and resolve escalated inquiries from Plan Sponsors, Plan Advisors/Consultants and internal department contacts.

Initiate Amendments requests for existing groups ensuring that information is complete and outstanding requirements are obtained

Collaborate with our Customer Experience/Operations teams to facilitate information-sharing and identify key issues with our online customer

Advise

Build and maintain successful and lasting relationships with existing and potential customers.

Understand the intricacies and complexities of each Plan Sponsor's Group Benefits designs and the sophistication of the Advisors/Consulting houses.

Prepare and analyze client reports by translating data into meaningful information.

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

Generate client reports using web analytics platforms (Google Analytics, Adobe Analytics) and our own internal reporting tools

Provide reporting on digital uptake/usage to help group benefits clients understand overall plan health and identify areas of opportunity for education/engagement

Educate

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

Job Requirements

Minimum five years of work experience in Group Benefits and/or account management.

Thorough knowledge of Group Benefits products and services.

Good knowledge of underwriting concepts.

GBA designation or working towards the designation an asset.

Proficiency in all Microsoft Office products.

Demonstrated analytical skills using Excel and/or PowerPoint to arrange and display relevant information during customer business reviews

Experience using web analytics platforms (Google Analytics, Adobe Analytics) would be an asset

Knowledge of Adobe Marketing Cloud (Adobe Experience Manager, Adobe Target) would be an asset

Strong presentation skills and the ability to influence decision makers in various sizes of organization

Ability to think critically, analyze quantitative and qualitative data, and make recommendations to help clients identify opportunities for engagement/education among their plan members

Strong customer-facing skills including expectation management, communication skills, information management

Must have a valid driver's license and a personal automobile.

Competencies

Proven ability to determine business priorities, meet goals, manage high volumes of work and work collaboratively within team and across multiple teams.

Excellent analytical, problem solving, interpersonal, organizational and time management skills.

Excellent customer service skills.

Strong negotiation and conflict management skills.

Strong oral and written communication skills.

Good leadership and presentation skills.

Ability to be flexible and empathetic.

Working Conditions

Occasional travel will be required

This role will occasionally require working outside traditional business hours to meet client needs

#M-CA-IN-CM

Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.

About John Hancock and Manulife

John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at .

One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including , , , , and . Additional information about John Hancock may be found at .

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 .