Operations Service Specialist - Montréal, Canada - Manulife

Manulife

Verified Company

Montréal, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world.

From our environmental initiatives to our community investments, we lead with values throughout our business.

To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive.

Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement
Hybrid

**Opportunity
**This position is responsible for supporting all Operational areas and Field offices with respect to services issues. The Service Specialist is the single point of contact for service escalations in the organization. The Service Specialist is accountable for ensuring that any service-related issues received within the Operations teams are being managed in the timeframes required and sees them through from start to finish. The goal of the Specialist is to ensure that the customer is receiving the highest level of service possible. The Service Specialist may also be called upon to attend meetings with the various areas of the organization at all levels. This could also include Customer Meetings where necessary.

Responsibilities

Escalations related to any Operations transaction
Facilitating regular update meetings
Responding to Customers (written and verbal)
Facilitate activities as they relate to service issues
Provide direction to the organization as it relates to changes to existing processes
Ensure the resources required for each service recovery project are managing to the timelines
Problem solving along with the support of other resources.
Understand the cost of exceptions to Manulife standards
Creativity with respect to the current product and services available to GB customers that will provide the customer with the desired outcome and not negatively impact Manulife GB.
Statistical reporting (issues log) on all escalated issues
Escalating issues (if necessary) in conjunction with the "Canadian Division Complaint Management Policy and Program' and/or the Privacy/compliance office
Recommendations on when groups should go into warranty and when they should come off
Review escalated issues as they relate to groups in warranty
Analyze, identify trends and provide statistical reporting on warranty groups
Reviewing the Client Monitoring report to ensure issues are known and being dealt with, as well as work with the RGO to fully understand the related issues.
Through team building skills and leadership skills demonstrate that the team approach of Manulife is superior to other organizations
Strong People skills with respect to negotiation and conflict resolution
Champion of superior service delivery
Assist with overall projects as they relate to services, products, and processes within Group Benefits.

How will you create impact?
The Service Team is a direct connection between our customers and our company. This team is responsible for the successful resolution and negotiations of all service escalations within GB Operations. The goal of the Specialist is to ensure that the customer is receiving the highest level of service possible

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?

Extensive Group Benefits Knowledge and Experience
Superior Customer Service approach
Excellent Communication Skills, both verbal and written
Presentation Skills
Leadership Strength (people and project)
Project Management & Business Analyst Skills
Decision Making, Influencing and Negotiation Skills
Comprehensive understanding of Manulife administration systems and any system that may interact with these systems.
Bilingual in French and English

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 worklife balance.
Professional development and leadership opportunities.

Our commitment to you