Service Relationship Specialist

The Service Relationship Specialist role represents Manulife externally with existing and potential corporate clients (large and jumbo) 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 role requires advanced skillset in the corporate space to accelerate growth in our book of business, perform tasks required and be proficient in retaining corporate clients.  This team owns collaboration with internal service providers such as Customer Experience, Underwriting, and Implementation, Plan Document Services, Sponsor Financial Services, Plan Member Administration, and our Admin Advantage Flex Benefit Teams to provide exceptional service to new and existing corporate clients ranging from 400 lives to 80,000+ with premium $1M to over $100M+ for our largest National corporate clients.  Working with our largest Consulting firms in the Group Benefits industry across Canada, experience and expertise in this field will be paramount.

Position Responsibilities:

Support:

• Assist partners in acquiring new business; participate in presentations and implementation meetings.

• Resolve complex benefit plan inquiries and manage service escalations for favorable outcomes.

• Handle amendment requests efficiently, understanding complex structures, and collaborate with internal teams on key issues.

• Assist with internal initiatives related to Group Benefits services and procedures.

Advise:

• Build and maintain relationships with partners, understanding Group Benefits designs.

• Prepare and analyze client reports; provide expertise on digital tools and experiences.

• Support clients in adopting digital tools and provide usage reports.

• Promote products/services based on client needs and business objectives.

Educate:

• Deliver presentations and train plan administrators on effective plan administration.

• Lead workshops on product updates and maintain client connections.

• Educate clients on new products and necessary plan amendments.

Client Interaction:

• Maintain regular contact with clients/advisors to ensure continuous support and engagement.

• Address special requests and promote products/services to meet client needs.

Team Collaboration:

• Collaborate with Account Executives and other specialists.

• Assist new specialists through job shadowing and mentoring.

• Engage in ongoing learning and participate in initiatives to enhance services and client satisfaction.

Required Qualifications:

• Extensive knowledge in Group Benefits products, services, funding arrangements, underwriting concepts, risk analysis, and financial reporting.

• Strong analytical skills using Microsoft Office, Excel, PowerPoint, and Web Analytics platforms.

• GBA designation or working towards it.

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

Preferred Qualifications:

Client Relationship and Presentation Skills:

• Build and strengthen relationships with clients and consultants/advisors.

• Support and present in corporate Finalist Presentations to win and retain business.

• Excellent presentation skills to influence decision-makers and manage client expectations effectively.

Strategic and Innovative Thinking:

• Proven ability to take initiative, work independently, and be a self-starter.

• Outstanding problem-solving abilities and critical thinking to recognize issues and suggest solutions.

• High proficiency in negotiations, strategic planning, and optimizing plan activities for clients.

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 recruitment@manulife.com.

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.