On the job you will: 

Responsibilities

• Manage large amounts of outbound/inbound calls in a timely manner
• Complete customer service tasks that ensure customers have the information and assistance they need and maintain the company’ positive reputation
• Identify customer’ needs, clarify information, research every issue and provide solutions and/or alternatives; escalate when necessary
• Working closely with management to prioritize business and information needs
• Developing and implementing data collection systems and other strategies that optimize statistical efficiency and data quality
• Identify new sources of useful data and methods to improves data collection, analysis, and reporting
• Gathering and interpreting data, analyzing results using statistical techniques and producing regular reports
• Collaborate with teams and managers to identify business needs and data requirements
• Locating and defining new process improvement opportunities
• Document all information according to standard operating procedures and produce call reports
• Maintain customer data privacy in line with company regulations
• Attending training sessions to continuously improve knowledge and performance
• Work with colleagues, share feedback and contribute to team meetings
• Collaborate with other CSC staff/CSR to improve customer service

What motivates you? 

• You obsess about customers, listen, engage, and act for their benefit
• You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes
• You thrive in teams, and enjoy getting things done together
• You take ownership and build solutions, focusing on what matters
• You do what is right, work with integrity and speak up
• You share your humanity, helping us build a diverse and inclusive work environment for everyone 

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What We Are Looking For

Education and experience:

• University degree. Proven experience as a data analyst or similar role

• Knowledge of customer service principles and practices
• Strong analytical skills with the ability to collect, organize, analyze and disseminate amounts of information with attention to detail and accuracy
• Strong knowledge of and experience with reporting packages, databases, and data visualization tools
• Familiarity with statistics and experience using statistical packages for analyzing datasets
• Proficiency in using computer systems, SQL, Python, Power BI, CRM software, and call center equipment.

Key competencies and Skills

• Customer service orientation
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to handle high-stress situations and adapt to changing demands
• Ability to multi-task, set priorities and manage time effectively.
• Willingness to collaborate with team members and contribute to a positive working environment.

What Can We Offer You

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture We lead with our Values every day and bring them to life together.
• Boundless opportunity We create opportunities to learn and grow at every stage of your career.
• Continuous innovation We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship We build a business that benefits all stakeholders and has a positive social and environmental impact.

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].

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