Reporting to the Manager, Service Delivery, the Advisor Service Delivery (ASD) Representative assists a team of Account Executives with their Clients in delivering value-added benefits and wholistic service to Plan Advisors. The ASD Representative will provide primary servicing of a block of small market Group Plans (2-50 lives) to ensure client service satisfaction, continuous improvement, conservation and profitability of our Group Benefits block of business.

The ASD Representative is a key resource and contact for complex Small Business Advisor inquiries that come to the ASD via telephone or via email correspondence.  They will be accountable for handling the inquiry from start to finish with involvement from other internal departments, as needed.  

This role requires a high level of expertise in Group Benefits operations (complex claims, PDS, PMA, Billings, Commissions) and must have a strong customer focus and a keen ability to quickly navigate within the internal teams to effectively resolve the Advisor inquiry. 

Position Responsibilities:

Individual Accountabilities:

• Support Account Executives by building and maintaining successful Advisor relationships, acting as the main point of contact for inquiries, and ensuring effective communication across departments.
• Provide expertise on Manulife's digital tools for group benefits clients and support clients in increasing adoption and utilization of these digital experiences among plan members.
• Facilitate training for Plan Administrators and provide ongoing education for Advisors through webinars and individual sessions, focusing on plan design and digital tools.
• Handle inquiries related to commissions, plan design, and benefit claims, leveraging internal relationships to provide accurate and timely responses, and resolve complex issues.
• Initiate and manage amendment requests for existing groups, ensuring all necessary information is complete and requirements are met.

Key Shared Accountabilities:

• Collaborate on process improvements, meet and exceed advisor expectations, and continuously analyze and address complex inquiries and problems.

Required Qualifications:

• Ability to handle complex Advisor inquiries to resolution
• Demonstrates ability to interact effectively with various levels of internal and external clients
• Ability to think strategically and work independently
• Proven ability to determine business priorities, meet goals, manage high volumes of work and work collaboratively within the team
• Strong negotiation and conflict management skills
• Attention to detail and accuracy, including ability to document processes, to articulate query responses in a clear and concise way
• Discretion / confidentiality
  • Adhere to PIPEDA legislation and internal Code of Conduct guidelines as they pertain to confidential information for advisors and their clients. Demonstrate discretion with confidential information
• Strong customer service skills including a sense of urgency, ability to display empathy and strong emotional self-control during times of stress and particularly in difficult conversations
• Ability to think critically, analyze quantitative and qualitative data, and make recommendations to help clients identify opportunities for engagement/education
• Strong customer-facing skills including expectation management, communication skills, information management

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.

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].

Referenced Salary Location

CAN, Ontario - Full Time RemoteRemote

Salary range is expected to be between

$51,975.00 CAD - $86,625.00 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.