As a member of our team, you will be supporting our Group Benefits clients, coordinating efforts to provide world-class benefits administration and customer service.

If you enjoy working in a fast-paced, changing environment where every day brings something new and innovative ideas are encouraged, you may be the candidate we are looking for!

Group Benefits Member Administration is looking for an Operations Senior Associate to join our team. The successful candidate will manage client and plan member inquiries related to eligibility processes and will be required to collaborate with other Manulife teams inside and outside of GB Member Administration, focusing on the customer through all processes.

Responsibilities

• Managing the day-to-day administration, including terminations, changes, retirements, and processing of member updates through benefits administration software
• Process all member-related eligibility requests daily
• Manage the Workorder Inquiry Tool requests within the appropriate timelines
• Research and analyze member eligibility-related issues, understand the root cause, correct the issue and suggest preventive measures for future occurrences.
• Take ownership of troubleshooting member-related issues by researching all existing documentation before escalating to the next level
• Provide accurate and thorough answers to client requests and questions
• Partner with the Call Centre Representatives and other Group Benefits resources to resolve issues and process requests received

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

• You realize that the need to continue to learn and invest in your own development is a never-ending journey
• You never lose sight of the customer - their needs and their experience in doing business with us.  You put the customer at the center of everything you do
• You have top-notch communication skills and can communicate complex ideas in a manner that can be easily understood
• The customer service profession isn’t new to you.  You’ve spent at least 3 years growing your knowledge, skills and experience in this line of work and you have a clear track record of success in delivering excellent service in a fast-paced, professional environment
• You learn FAST.  You pick up new ideas, concepts, technologies, and tools easily
• You have excellent knowledge of MS applications & communication tools
• You have an approachable style that just makes people want to work with you - and that helps build great relationships between other people and groups
• You demonstrate accountable behaviours – you take initiative and show ownership in everything you do
• You “go with the flow” and can adapt to change, and even embrace it
• You successfully manage competing priorities like a champion
• You maintain your composure and best self during challenging times or challenging interactions
• You’re comfortable driving solution progress forward – even when your team doesn’t have all the answers yet.  Dealing with the unknown and uncertain is no big deal for you
• You’re a capable and innovative problem-solver using sound judgement to make business decisions that drive results and solve customer problems
• You don’t like to stand by when you notice that there’s something that could work better for your team or Manulife.  You want to improve things – and you do something about it!
• You know how to build successful relationships with your coworkers – whether they are sitting across the table from you - or across the globe. 

What can we offer you?

• A competitive salary and benefits package.
• 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-HYBRID

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 [email protected].

Montreal, QuebecHybrid

Salary range is expected to be between

$39,525.00 CAD - $65,875.00 CAD

If you are applying for this role outside of the primary location, please contact [email protected] 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 [email protected] for more information about U.S.-specific paid time off provisions.