The HR Services Specialist works with large case and jumbo clients to provide project management expertise on the various HR service requirements for new clients, and supporting existing clients add new services or changes to existing services.  The role involves direct relationship management with clients, vendors, and various internal stakeholders.   This role demands leadership of the project, ensuring timely and accurate completion.  The HR Services Specialist requires in-depth knowledge of product offerings, is proficient at multitasking, remains highly organized and is comfortable working in an Agile environment.  Offering consultation, troubleshooting, solutioning and influencing on a daily basis to drive outcomes in line with strategic priorities.

Position Responsibilities:

• Accountable for delivering HR Service product offerings to new and existing large/jumbo clients

• Act as the intermediary between the client and IT

• Ensure effective requirements gathering and lead delivery completion within the timeline determined through the project planning

• Optimize the project outcomes by providing recommendations on design, service options, technology solutions, and ongoing administration and reporting needs. 

• Collaborate in an Agile environment, with ongoing prioritization in line with sprint methodology

• Ensure test files are received and implemented accurately

• Confirm the client has successfully uploaded all HR Service features accurately and delivery outcomes are aligned to expectations

• Engage and effectively partner with internal stakeholder throughout the project; Sales, Client Relationship Executives, Relationship Managers, Plan Design, Implementation Managers, Product teams, IS/IT, Sponsor Services and operations teams.

Required Qualifications:

• 3 — 5 years progressive related business experience.

• Excellent knowledge and understanding of the group retirement products and industry, systems & technology, and business operations across internal teams.

• Strong communication and interpersonal skills needed to effectively build relationships, understand and clearly articulate,  and collaborate with internal stakeholders and customers

• Customer Service oriented, with a focus on service excellence.

Preferred Qualifications:

• Demonstrated negotiation and problem solving skills with the ability to recognize implications of issues and solutions.

• Proven project management skills with the ability to execute large/complex projects with tight timeframes.

• Strong conceptual skills and the ability to exercise flexibility and judgment in a dynamic, ever changing environment.

• Superior verbal and written communication skills with the ability to clearly articulate and understand information that flows between the client and Manulife.

• Technical skills and solid understanding of MPS/SLX

• Strong people influence and management skills.

• Ability to work effectively within geographically dispersed team, leverage knowledge across the organization.

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].

Waterloo, OntarioHybrid

Salary range is expected to be between

$67,275.00 CAD - $112,125.00 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.