Bilingual Field Technology Consultant

This is a fully remote position, open to applicants in Canada.

📋 Description

• Assist advisors with advanced technology challenges by evaluating situations, coordinating suitable internal support, and facilitating issue resolution.

• Offer direct help for technology concerns within the role's scope and capabilities.

• Serve as a conduit between advisors and internal support teams.

• Communicate recurring issues faced by advisors and contribute to minimizing business interruptions.

• Aid advisors in comprehending, adopting, and utilizing Manulife technologies, services, approved workflows, and support resources effectively.

• Provide personalized one-on-one coaching.

• Create advisor-oriented job aids and guidance materials for users with varying levels of technical proficiency.

• Offer counsel on Manulife's technology standards, cybersecurity protocols, data management, technology risks, and assessment of technology products and services.

• Assist new advisors and transitioning practices with technology setup, access, and readiness activities.

• Contribute to technology-related business transformations, including branch openings, relocations, and renovations.

• Provide support to advisors in both English and French across the Eastern region, including Quebec and Atlantic Canada.

• Offer additional assistance for the expanding corporate branch model as required.

⛳️ Requirements

• Over 5 years of experience in technology support, advisor assistance, field support, or a comparable client-facing IT role.

• Strong grasp of end-user technology environments, including devices, peripherals, Microsoft 365 tools, basic connectivity, and common business technology challenges.

• Experience in assessing issues, triaging support requirements, and orchestrating resolutions across multiple teams.

• Solid working knowledge of Microsoft 365 and associated collaboration and productivity tools.

• Capability to articulate technical concepts clearly to non-technical users in both English and French.

• Post-secondary education in a relevant field or equivalent practical experience.

• Bilingual proficiency in English and French, both written and spoken.

• Ability to communicate in English and French to assist clients from various provinces outside Quebec.

• Willing to travel within the Eastern region as necessary.

• Background in financial services or supporting independent financial advisors.

• Strong customer service orientation and the ability to establish trust and credibility with advisors.

• Good judgment in determining the appropriate course of action for issue resolution and engaging internal experts.

• Highly organized and responsive, capable of managing multiple priorities in a predominantly reactive environment.

• Ability to balance advisor support with relevant policies, technology standards, and risk considerations.

🏝️ Benefits

• Flexible environment promoting well-being and inclusion.

• Health insurance.

• Dental insurance.

• Mental health benefits.

• Vision coverage.

• Short- and long-term disability insurance.

• Life and AD&D insurance coverage.

• Adoption/surrogacy benefits.

• Wellness benefits.

• Employee/family assistance plans.

• Retirement savings plans, including pension.

• Global share ownership plan with employer matching contributions.

• Financial education and counseling resources.

• Paid holidays, vacation, personal, and sick days.

• Statutory leaves of absence.

• Incentive programs and compensation tied to business and individual performance.

• Support for learning and career growth.

• Reasonable accommodation provided during the application process.