Manulife Financial Corporation / John Hancock Life Insurance Company (U.S.A.) is seeking an Advisor Service Delivery Representative to join our team. In this role, you will assist Account Executives in delivering value-added benefits and holistic service to Plan Advisors. You will be the primary service contact for a block of small market Group Plans (2-50 lives), ensuring client satisfaction, conservation, and profitability.

What You'll Do

Build and maintain successful Advisor relationships as a main point of contact, ensuring effective cross-departmental communication.
Provide expertise on Manulife's digital tools for group benefits clients and support their adoption and utilization by plan members.
Facilitate training for Plan Administrators and provide ongoing education for Advisors through webinars and individual sessions.
Handle complex inquiries related to commissions, plan design, and benefit claims, leveraging internal relationships for timely resolution.
Initiate and manage amendment requests for existing groups, ensuring all requirements are met.
Collaborate on process improvements, analyze complex inquiries, and work to exceed advisor expectations.

What We're Looking For

Ability to handle complex Advisor inquiries to resolution.
Proven ability to interact effectively with various levels of internal and external clients.
Strong strategic thinking and ability to work independently.
Skill in determining business priorities, meeting goals, and managing high volumes of work collaboratively.
Strong negotiation and conflict management skills.
Excellent attention to detail and accuracy, with the ability to document processes and articulate responses clearly.
Adherence to confidentiality guidelines, including PIPEDA legislation and internal Code of Conduct.
Strong customer service skills, including a sense of urgency, empathy, and emotional self-control, especially during difficult conversations.
Ability to think critically, analyze data, and make recommendations to help clients identify engagement opportunities.
Strong customer-facing skills in expectation management, communication, and information management.
A high level of expertise in Group Benefits operations, including complex claims, PDS, PMA, Billings, and Commissions.

Team & Environment

You will report directly to the Manager, Service Delivery.

Benefits & Compensation

Compensation Range: $51,975.00 CAD - $86,625.00 CAD
Wide array of customizable benefits, including health, dental, mental health, vision, and various insurance coverages.
Adoption/surrogacy and wellness benefits, plus employee/family assistance plans.
Various retirement savings plans, including a pension and a global share ownership plan with employer matching.
Financial education and counseling resources.
Generous paid time off program including holidays, vacation, personal, and sick days.

Work Mode

This is a remote position open to candidates located in Ontario, Canada.

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.