The Service Relationship Specialist role represents Manulife externally with existing and potential (Mid-Market and may include some Corporate clients) 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 team collaborates with internal service providers such as Customer Experience, Underwriting, and Implementation, Plan Document Services, Sponsor Financial Services, Plan Member Administration, teams to provide exceptional service to new and existing Mid-Market clients of 50+ lives.  

Individual Responsibilities:

Support – 35%

• Support Distribution partners in the acquisition of new business; participate and present in finalist presentations and implementation meetings on the Mid-Market Segments.  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. 

• 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 client needs.

Advise – 35%

• 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 – 30%

• 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.

Job Requirements:

• Minimum three to five years of work experience in Group Benefits.  

• 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 an asset.

• Good knowledge of underwriting concepts. 

• 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 Mid-Market 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.

• Must have a valid driver’s license and a personal automobile.

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

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 hr@manulife.com.

Referenced Salary Location

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

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 hr@manulife.com for more information about U.S.-specific paid time off provisions.