The role holder will be responsible for delivering outstanding customer service when it matters most. The role holder will bring the best of Manulife to celebrate, sympathize and congratulate employees throughout their employee journeys, from hire to leaving the company and all the significant steps in-between. Empathic, professional, highly organized, and tenacious, you will bridge internal HR processes and teams to deliver a unified professional service that reflects the employees situational and specific Employee Moment.

This role will deliver the highest level of customer service in HR; it is the exemplar of putting the employee at the center of all we do.

Position Responsibilities:

• Acknowledge, manage, and respond to each employee Moment with the highest level of priority.

• Liaise and oversee complex processes across multiple HR Functions ensuring timely execution of employee wishes keeping the employee continually informed.

• Own all verbal and non-system generated written employee correspondence, regularly updating the employee in pre- booked appointments, complimented by weekly summary of progress.

• Arrange a pre- booked outbound call to confirm closure and seek to identify how HR can help in future.

• Consistently provide exceptional service to customers and non-customers by demonstrating the highest level of professionalism, empathy and through active listening

• Ensure that customer service concerns and business area feedback are highlighted to dedicated Continuous Improvement partners to improve the employee experience and business processes.

• Takes full ownership and responsibility of managing cases and sees them to final resolution.

• Executive services

Required Qualifications:

• Typically, post-secondary education

• Typically have 5+ years progressive customer service skills

• Bilingual English and French is mandatory

Preferred Qualifications:

• Compelling Communication: Expresses ideas and shares information clearly and concisely, articulates messages, modifies approach, and builds connections/trust. 

• Influence and Persuasion: Moves others to take corrective actions on behalf of AskHR ; influences without formal authority; ability to handle and overcome objections and resistance.

• Collaboration: Fosters productive working relationships across diverse groups to produce superior solutions; builds beneficial networks to achieve collective business goals; ability to work effectively with various stakeholders throughout HR

• Knowing the Business: Stay current on Manulife’s HR strategies; working knowledge of the Company’s various businesses .

• Solution Focused: Owns problems through to resolution; makes timely decisions, applies analytic/systematic reasoning to positively impact results, organizational performance, and the employee experience.

• Exceptional Time Management Skills: Ability to manage high volumes of cases within aggressive deadlines.

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.

#LI-Hybrid

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 recruitment@manulife.com.

Referenced Salary Location

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com 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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.