The Service Relationship Specialist role represents Manulife externally with existing and potential corporate clients (large and jumbo) as well as our key Advisor Firms and Partners.  They work alongside the Account Executives in this client facing role and supports our distribution partners in the delivery of value-added benefits and superior service to Plan Advisors/Consultants and Plan Sponsors.  This role requires advanced skillset in the corporate space to accelerate growth in our book of business, perform tasks required and be proficient in retaining corporate clients.  This team owns collaboration with internal service providers such as Customer Experience, Underwriting, and Implementation, Plan Document Services, Sponsor Financial Services, Plan Member Administration, and our Admin Advantage Flex Benefit Teams to provide exceptional service to new and existing corporate clients ranging from 400 lives to 80,000+ with premium $1M to over $100M+ for our largest National corporate clients.  Working with our largest Consulting firms in the Group Benefits industry across Canada, experience and expertise in this field will be paramount. Enthusiasm for delivering client presentations and leading client meetings is a must for being successful in this role.

Responsibilities:

• Support
  • Support Distribution partners in the acquisition of new business; participate and present in finalist presentations and implementation meetings.  Assist internal partners in acquiring new business by serving as a liaison; take part as a subject-matter expert in the short-list presentations and ongoing meetings for implementing new business.
  • Respond to benefit plan inquiries and resolve escalated and complex inquiries from Plan Sponsors, Plan Advisors/Consultants, and internal department contacts.  Owning and respecting the unique demands of each customer while being considerate of the time frame ensuring a thorough response.
  • Champion for a successful outcome for all involved, the Service Relationship Specialist role is responsible for the successful resolution and negotiation of all service escalations.  Advocate for a favorable conclusion for all parties.  All service escalations must be successfully resolved and negotiate by the Service Relationship Specialist.
  • Initiate Amendment requests ensuring that information is complete and outstanding requirements are obtained in a timely manner to meet deadlines and meet effective dates of plan changes.  Includes ability to understand, explain and outline complex structures for large corporate Clients.  Union negotiations and costings of plan designs discussions often come into play.
  • Collaborate with our Customer Experience/Operations teams to facilitate information-sharing and identify key issues with our online customer.
  • Assist with general internal initiatives related to Group Benefits services, products, and procedures.
  • Facilitate multiple meetings with our Plan Advisors/Consultants and Plan Sponsors as well as internal teams.
  • Take on special projects and/or research assignments for corporate client needs.
• Advise
  • As the face of Manulife, you build and maintain successful and lasting relationships with existing and potential partners.  
  • Understand the intricacies and complexities of each Plan Sponsor's Group Benefits designs and the sophistication of the Advisors/Consulting houses. 
  • Prepare and analyze and interpret client reports for review. 
  • Generate client reports using web analytics platforms via various reporting tools, requiring analysis and comparison of many reports to ensure we are fulfilling our customer’s needs. 
  • Provide expertise on Manulife’s digital experience for group benefits clients (Web, mobile, voice), and highlight key features and functionality.
  • Support group benefits clients in driving adoption of our digital tools and experiences among their plan members 
  • Provide reporting on digital uptake/usage to help group benefits clients understand overall plan health and identify areas of opportunity for education/engagement. 
  • You drive results by reviewing special requests and helping promote and sell products and services based on client needs and your unit’s business objectives and strategies.
  • Establish and maintain client relationships by identifying current or potential needs and promoting client retention.
  • Providing recommendations on plan design, service options, technology solutions and any ongoing administration needs to the client.
  • Applies understanding of legislative and privacy guidelines to assist in client meetings.
• Educate
  • Deliver presentations to employee groups to facilitate enrolment and/or introduce their Group Benefits (in person or remote). 
  • Meet with plan administrators to train and educate them on effective methods of plan administration.
  • Lead customer workshops and training around product updates & new features 
  • Maintain direct contact with clients/advisors, proactively planning your client meetings to ensure regular connections are made.
  • When new products are launched in Group Benefits, take the Lead together with the Account Executive to learn, present and speak to these new services.  Become the expert in delivering and educating clients on these services and how it affects their population and what amendments are required to their plans if any.
  • Using our Seismic Tools to put presentations together to present and deliver our services to clients.
  • Clients rely heavily on the Service Relationship Specialist on how to manage new services and products that are launched, or on any new legislative initiatives.
  • Coaching mindset and abilities enabling to define solutions and delivering outcomes.  

Shared Responsibilities:

Works with a Team of Account Executives and collaborates with other Service Relationship Specialists.

Assist new Service Relationship Specialists with Job Shadowing and Buddy system to ensure all members of the team can successfully represent Manulife Group Benefits Services on the corporate market.

This job description does not represent a comprehensive listing of job duties that are required of the employee performing this role.  We reserve the right to change duties or assign additional duties at any time with or without notice.

Job Requirements:

• Extensive Group Benefits knowledge and experience.  
• In-depth knowledge and understanding of the Group Benefits products and services.
• Building and strengthening existing client and consultant/advisor relationships.
• Proven ability to take initiative, be a strong self-manager and display integrity.  
• GBA designation or working towards the designation.
• Understanding of funding arrangement, underwriting concepts, risk analysis and financial reporting.
• Strong technical and demonstrated analytical skills using Microsoft Office Products, Excel and/or PowerPoint, Web Analytics platforms, to arrange and display relevant information during customer business reviews.
• Excellent presentation skills and the ability to influence decision makers in various areas of organization.
• Supports, participates, and presents in corporate Finalist Presentations to attain new and keep existing business out to Market.
• Strong customer-facing skills including expectation management, communication skills, information management.
• Ability to work independently and in a team setting, self-starter, innovative thinking with a keen eye for results and driven by quality.
• Outstanding analytical, strategic, and problem-solving thinking ability – enabling the candidate to recognize issues, outline possible implications and suggest solutions.
• Relationship-oriented; must be comfortable working with a wide range of individuals at different levels, managing across, up, and down and self-manage to meet timelines of multiple priorities.
• Capability to determine sensitive client needs or issues.
• Optimizes the plan’s activities, as it relates to administration, providing recommendations on plan design, service options, technology solutions and ongoing administration needs of the client in the corporate space.
• High level of proficiency and negotiations skills required.
• High level of capability required to assist in retaining and winning new business.
• Ability to think critically, analyze quantitative and qualitative data, and make recommendations to help clients identify opportunities for engagement/education among their plan members.
• Must have a valid driver’s license and a personal automobile.

Competencies:

• Proven ability to determine business priorities, meet goals, manage high volumes of work.
• Excellent analytical, problem solving, interpersonal, organizational and time management skills.
• Negotiation and influencing skills are paramount.
• Strong attention to detail.
• Champion of superior service delivery, customer service, oral and written communication skills.
• Comprehensive understanding and knowledge of Manulife’s administrative systems.
• Independent, self-motivated individual with ability to manage multiple tasks and deadlines simultaneously.
• Strategic and creative thinker focused on finding solutions to unique Plan Sponsor needs.
• Persuasive communicator with an ability to clearly articulate ideas and present information.
• Collaborating internally across multiple departments.
• Outstanding leadership and presentation skills.
• Ability to be flexible and empathetic and ability to manage conflicts.
• Proficient in the use of modern technology.
• Know and understand the growth and persistency strategies.
• Presenting together with the Account Executives at Client Service Meetings. Taking initiative to prepare and structure these meetings.
• Service Relationship Specialist attends all meetings for client’s re-enrolment of flex benefits with our Admin Advantage Teams and helps facilitate and ensure all tasks are brought to completion.
• Attend ongoing service meetings, maintaining and facilitating action logs with head office areas.
• Excellent planning and project management skills with a confirmed ability to complete large/sophisticated concurrent projects within tight timeframes.
• High level of skillsets and knowledge required for corporate business, understanding of complex structure.
• Proficient to gather and submit details on complex amendments on large corporate business, includes in-depth understanding of their set-up.
• Ability to offer consultative solutions on the corporate block of business while working closely with our key Advisor/Consultant firms.
• Understanding the reports on client utilization and presenting areas to assist their employees.
• Take the Lead in Projects for large corporate clients for Implementing new companies, mergers, acquisitions, restructures.
• Service Relationship Specialist acts as project manager in assisting Head Office Partners/Underwriters in large project initiatives depending on client needs.
• In-depth understanding of Admin Advantage Flex Benefits operations.
• Must be fully bilingual both oral and written (in Quebec only).

Decision Authorities:

• This role directly impacts the Sales, Profitability and Persistency of the overall Distribution offices.
• Keeping existing clients by ensuring any potential service issues are resolved promptly and putting checks in place to prevent issues from reoccurring.
• Identifies areas where we can be of further assistance to our clients by sharing information about other products available to them.  Educating Clients with all of Manulife’s Group Benefits services that they would benefit from.
• In this role, must possess ability to make decisions and take ownership that will bring in new business for the large corporate groups.  Being top presenters at Finalists, digitally proficient, either in person or virtually and developing close relationships with our key Advisor/Consultant firms

Key Challenges:

• Managing high volumes of work within tight time frames and balancing competing priorities.

• Working with many Advisors/Consultants and Account Executives and balancing their demands, needs and expectations.
• When a service issue is identified, these could have a financial implication, it is critical that the issue be managed to resolution while ensuring that service and quality are maintained.
• Direct interaction with very senior, decision-makers and those who influence decisions on what business Manulife wins and retains.

Working Conditions:

• Occasional travel will be required within your region to Client Meetings, Wellness Fairs, Employee Sessions.
• This role will occasionally require working outside traditional business hours to meet client needs. Example - employee sessions for night shift workers.
• Work Smart options are available.
• Some occasional travel to other provinces within Canada or U.S. for Large National Corporate Client meetings.