Advisor Support Analyst

Advisor Support team is looking for an Advisor Support Analyst to join our team. As a member of our team within the Manulife Wealth organization you will be working closely with the advisors and their support staff to resolve service-related escalations and assist in process related inquiries. Working with Account Managers and partners across Operations, you will provide a consistent, and powerful client and advisor experience.

If you enjoy working in a fast paced, changing environment where every day brings something new, you may be the candidate we are looking for!

Key Responsibilities include:

• Act as the main contact for resolving service-related escalations, by thoroughly investigating advisor inquiries (written and verbal)

• Support Advisor inquiries within the expected turnaround times, engaging with internal teams and/or with Fidelity Clearing Canada as the carrying broker, as needed

• Provide an outstanding customer experience, accurately and professionally

• Effectively use multiple administrative systems to investigate escalations

• Analyze complex issues to find appropriate resolution while mitigating risk to the company

• Ability to review and interpret more complex scenarios, reviewing policies and procedures and effectively communicating these for an improved understanding

• Work well with internal and external partners throughout investigation and recommended resolution

• Support, develop and maintain strong collaboration with business units

• Ability to manage conflict, and to deal with differing opinions in a professional manner

• Identify/report business risks to the leadership team, including identify training opportunities and the utilization of our tools and methodologies to allow us to meet our established service level agreements

• Profiling issues to business area, in a proactive approach to mitigate further escalations and risk

• Work with leaders on volume trend analysis, identifying trends and raising it to leaders to action

• Ability to organize, prioritize and commit to deadlines

• Raise any issues and administration incidents to leadership

• Provide support to team through knowledge sharing and quality control measures

• Managing time effectively within a high volume and fast paced work environment  

• Ability to travel, 10% of the time

Am I right for the job?

• The customer service profession isn’t new to you.  You’ve spent at least 3 years growing your knowledge, skills and experience in this line of work and you have a clear track record of success in delivering excellent service in a fast paced, professional environment

• You have top notch communication skills and can communicate complex ideas in a manner that can be easily understood

• You learn FAST.  You pick up new ideas, concepts, technologies, and tools easily

• You have excellent knowledge of Manulife Wealth applications & communication tools

• You have an approachable style that just makes people want to work with you - and that helps build great relationships between other people and groups

• You demonstrate accountable behaviours – you take initiative, and show ownership in everything you do

• You can adapt to change, and even embrace it

• You successfully manage competing priorities like a champion

• You maintain your composure and best-self during challenging times or challenging interactions

• You’re comfortable driving solution progress forward – even when your team doesn’t have all the answers yet.  Dealing with the unknown and uncertain is no big deal for you

• You’re a capable and innovative problem-solver using sound judgement to make business decisions that drive results and solve customer problems

• You don’t like to stand by when you notice that there’s something that could work better for your team or Manulife.  You want to improve things – and you do something about it!

• You know how to build successful relationships with your coworkers – whether they are sitting across the table from you - or across the country. 

• You realize that the need to continue to learn and invest in your own development is a never-ending journey

The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

Assets:

• Background in a financial services industry

• Background in customer service

• Understanding of Investment products available to Canadian Investors (eg. RRSP, RRIF)

• Bilingual – Fluent in English and French

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.