Reporting to the Manager, Service Delivery, the Advisor Service Delivery (ASD) Representative assists a team of Account Executives with their Clients in delivering improved benefits and wholistic service to Plan Advisors. The ASD Representative will provide primary servicing of a block of small market Group Plans (2-50 lives) to ensure client service satisfaction, continuous improvement, conservation and profitability of our Group Benefits block of business.
The ASD Representative is a key resource and contact for complex Small Business Advisor inquiries that come to the ASD via telephone or via email correspondence. They are accountable for handling the inquiry from start to finish with involvement from other internal departments, as needed.
This role requires a high level of expertise in Group Benefits operations (complex claims, PDS, PMA, Billings, Commissions) and must have a strong customer focus and a keen ability to quickly navigate within the internal teams to effectively resolve the Advisor inquiry.
Key Accountabilities:
Individual Accountabilities:
Support the Account Executives in building and maintaining successful Advisor relationships
Initiate Amendments requests for existing groups ensuring that information is complete and outstanding requirements are acquired
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
Understand the intricacies and complexities of each Plan Sponsor's Group Benefits designs
Provide and facilitate prepared training to Plan Administrators via the Web in an individual and group setting
Provide ongoing one on one Advisor education
As part of the intake team, field calls directly from Advisors related to commissions changes inquiry, plan design, benefit claims etc (30%)
Investigate inquiries by maximising internal relationships with multiple departments – commissions, plan design. Etc. respond to advisors with appropriate responses to their queries (50%)
Build and maintain Advisor relationships by acting as the single source of information from multiple departments within the company. (10%)
Training and education – Provide and facilitate training to Plan Administrators via monthly Webinar in group setting. Provide ongoing individual Advisor education (10%)
Key Shared Accountabilities:
A focus on continuous process improvement
Meeting and exceeding advisor expectations
Investigate and resolve complex inquiries and identify issues and analyze problems
Job Requirement:
Minimum two years of work experience in Group Benefits and/or account management
Strong writing, communication, and customer service skills for both internal and external clients
Knowledge of the company's business operations, systems and technology an asset
Ability to meet established service targets
Detailed knowledge of Group Benefits products and services.
Good knowledge of underwriting concepts.
Competencies:
Ability to handle complex Advisor inquiries to resolution
Demonstrates ability to interact effectively with various levels of internal and external clients
Ability to think strategically and work independently
Proven ability to determine business priorities, meet goals, manage high volumes of work and work collaboratively within the team
Strong negotiation and conflict management skills
Attention to detail and accuracy, including ability to document processes, to articulate query responses in a clear and concise way
Discretion / confidentiality
Adhere to PIPEDA legislation and internal Code of Conduct guidelines as they pertain to confidential information for advisors and their clients. Demonstrate discretion with confidential information
Strong customer service skills including a sense of urgency, ability to display empathy and strong emotional self-control during times of stress and particularly in difficult conversations
Ability to think critically, analyze quantitative and qualitative data, and make recommendations to help clients see opportunities for engagement/education
Strong customer-facing skills including expectation management, communication skills, information management
Key Leadership Behaviors:
Demonstrated ability to take initiative and ownership
Confidently influencing and facilitating groups with diverse points view
Key Performance Goals/Measurement
Service Delivery metrics
Advisor feedback
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
CAN, Ontario - Full Time RemoteWorking Arrangement
Salary range is expected to be between
$51,975.00 CAD - $86,625.00 CADEmployees 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.