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. 

Hybrid

Job Description

Are you looking for a supportive and collaborative workplace with great benefits and clear career development? You’ve come to the right place.

Why choose Manulife?

• Competitive Salary packages and performance bonuses

• Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)

• Retirement savings benefit

• Rewarding culture that values wellness and well-being

• Performance Bonus

• Global network of industry experts

• Extensive training resources

Job Description:

We are looking for an HR Contact Centre Senior Representative who is responsible for managing and resolving client service requests for Human Resources basic support to employees via a variety of media (voice, email, and online chat) as defined in the department training plan within the defined service standards.The role will service multiple countries in Asia.

Have the skills and knowledge for the job? Learn more about the opening below!

Key Responsibilities:

• Provide exceptional service to our employees and HR colleagues by handling telephone, chat, and email inquiries with regards to HR policies, programs and HRIS system. Responsible for providing prompt and accurate responses in a clear, consistent, and professional manner, within established productivity goals and turn-around times.

• Accurately handle routine client service requests at initial point of contact utilizing administrative systems.            

• Take a proactive role in identifying and reporting areas of continuing client concern (trends), initiate improvement suggestions or escalate to the appropriate person/department.

• Identify and escalate exceptions with recommendations to appropriate resource.                                                

• Educate employees at every opportunity on rationale behind policies and Manulife’s HR self-service tools such as Workday, Salesforce, and Compass.

• Responsible for participating in a strong collaborative team and building customer working relationships while providing excellent customer service.       

• Keep current with company policies, procedures and maintaining processing knowledge.

• Expectation of measures around accuracy and service excellence are met.

• Liaise with HR Partners and other HR teams to resolve employee issues, if necessary.

Qualifications:

• EDUCATION: Bachelor’s degree in human resources, Management Information Systems, or equivalent work experience

• EXPERIENCE: 1-2 Years of HR Generalist experience

• HYBRID WORK ARRANGEMENT: Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation)

• Minimum Skills to Hire/Must Haves:

  • At least 1-2 years of experience in using HRIS/Workday

  • Experience in using Salesforce or any ticketing tools

  • Experience with large global organizations and ability to implement solutions under tight timelines and prioritize work effectively to deliver successfully

  • Strong technical acumen, logic, judgment, and decision-making

Let's make every day better together. Learn about our opportunities at JOBS.MANULIFE.COM

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 ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ 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 [email protected].