The Mutual Fund Operations team ensures accurate and timely processing of financial and non-financial transactions, supporting advisors and dealerships with exceptional service. As a Bilingual Service Associate, you will focus on transaction processing, related communications, and quality control while assisting with settlement activities and reporting. Over time, you’ll build proficiency in handling complex transactions and contribute to operational improvements. Success is measured by meeting service levels, accuracy, and productivity standards.

Position Responsibilities:

• Process and report on mutual fund financial and non-financial transactions

• Communicate with advisors and dealerships regarding transactions that are not in good order via fax communication or making a phone call

• Perform quality control checks for routine transaction types

• Complete daily bulk settlement and payment activities

• Identify and escalate exceptions promptly

• Support resolution of escalated cases in collaboration with business partners

• Handle increasingly complex client service requests within defined service standards

• Recommend improvements to operational processes and practices

• Contribute to a collaborative team environment and maintain strong customer relationships

• Provide support for control-related activities (e.g., Unclaimed Property, Locked-in reporting, Short-Term Trading etc.)

• Stay current with policies, procedures, and processing requirements

• Meet or exceed accuracy and service excellence targets

Required Qualifications:

• Financial services experience

• Strong customer service mindset

• Ability to work independently and within a team with minimal supervision

• Analytical and problem-solving skills with a focus on ownership and resolution

• Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec

Preferred Qualifications:

• Previous experience in mutual fund processing is an asset

• Knowledge of mutual fund industry policies and procedures is an asset

• Strong organizational and prioritization skills in a fast-paced environment

• High attention to detail and ability to adapt to changing priorities

• Quick learner with strong collaboration skills

• Proficient in documentation and proofreading

• Availability for overtime during peak periods (e.g., RSP season)

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-WAM

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.