The Distributor Relations & Learning team is looking for a dynamic individual to act as a centralized point of contact for our advisors, marketing assistants, back-office support staff, and end customers.

The Digital Desk Specialist will join a team that supports advisors, back-office staff, and end customers, with a primary focus on enabling advisors and operational teams through effective use of our insurance and investment digital tools. In addition, this role will be cross-trained as a Vitality Concierge, providing support to Manulife policy holders by assisting with inquiries related to the Vitality Program.

Working in Relationship Management as a Digital Desk Specialist, this role will offer real-time operations support and training that focuses on the “how” in using our insurance and investment digital tools. With our distributors as the focus, this role will take a professional approach to every interaction to ensure high quality, exceptional customer service and support.

Working independently, the Digital Desk Specialist will support our digital growth strategies by offering a centralized point of contact for advisors, marketing assistants, back-office support staff, and end customers for E-Business solutions in the insurance and investment space. Covering a comprehensive suite of tools and services, this role utilizes multiple tools, system platforms, and methods to thoroughly review and respond to stakeholder needs.

Incumbents in this role are considered subject matter experts, with a clear understanding of the complexities and interdependencies of the insurance marketplace. This role will handle situations of varying levels of complexity that span across our E-Business solutions and customer support services.

This role is a key contributor to the overall strategy for learning in Insurance Operations.

Position Responsibilities:

• Promote and influence the use of E-Business Solutions in the insurance and investment space

• Support advisors and back-office staff in effectively utilizing insurance and investment digital tools to drive adoption and efficiency

• Provide support to Manulife policy holders through cross-trained responsibilities as a Vitality Concierge, assisting with inquiries and navigation of the Vitality Program

• Promote learning and build user confidence through problem solving and education while building and maintaining strong relationships with our distribution network

• Acknowledge, manage, and respond to each request with the highest level of priority

• Consistently provide exceptional service by demonstrating professionalism, empathy, and active listening to both internal and external customers

• Support, develop, and maintain strong collaboration with business units

• Identify opportunities to improve operational processes and influence decisions by making recommendations to enhance the advisor and customer experience

• Use sound judgement and risk assessment when recommending exceptions outside of general practices

• Demonstrate innovative thinking, challenge cumbersome processes, and promote change to improve experiences

• Contribute to both distributor support and end-customer engagement, ensuring seamless service delivery across multiple channels

• Intake and ensure all distributor and customer interactions are managed immediately with professionalism, sensitivity, courtesy, and accuracy, within Manulife policies

• Work autonomously and demonstrate ownership when assessing risk related to complex issues

• Analyze complex situations and investigate using expert problem-solving skills, engaging internal teams where required

• Provide support across multiple audiences, including advisors, back-office staff, and policy holders

• Deliver concierge-level support for the Vitality Program, assisting customers with program navigation, inquiries, and engagement

• Identify and report systemic issues and root causes contributing to knowledge gaps and partner with internal teams on solutions

• Use sound judgement and risk assessment when triaging calls

• Express the voice of users and leverage insights to improve learning experiences

• Influence decisions and drive change to improve tools, processes, and user experience

• Organize, prioritize, and meet aggressive deadlines, occasionally outside regular hours

• Stay current with changes in tools, technology, and company policies across insurance and investment products

• Share knowledge with team members and actively participate in team initiatives

• Build strong collaboration across stakeholders including Learning & Development, New Business, DTSC, Sales, Contact Centre, and Customer Experience teams

• Support value streams focused on growth, adoption, and user confidence

Required Qualifications:

• Post-secondary education with relevant experience or equivalent industry experience in insurance or financial services

• Minimum 2 years of experience in a customer support or advisor support role

• Experience supporting digital tools, platforms, or customer programs (experience with wellness programs like Vitality is an asset)

• Strong technical knowledge and aptitude

Preferred Qualifications:

• Strong empathy and active listening skills across both advisor and customer interactions

• Comfortable communicating with advisors, back-office staff, and policy holders

• Ability to explain digital tools and programs (including Vitality) clearly and confidently

• Maintain procedural expertise while adapting to a rapidly changing environment

• Quick problem identification and effective solution delivery

• Strong communication skills with clarity and confidence

• Professionalism under pressure, especially in escalated or time-sensitive situations

• High level of customer service with a proactive, “go above and beyond” mindset

• Strong multitasking, organization, and prioritization skills

• Ability to balance multiple support streams (advisor and customer-facing) simultaneously

• Commitment to service excellence within tight deadlines

• Flexibility and adaptability

• Ability to work independently and collaboratively across organizational levels

• Strong analytical skills to identify trends and recommend improvements

• Subject matter expertise with the ability to mentor others

• Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

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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