Bilingual Field Technology Consultant

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

📋 Description

• Assist independent financial advisors with complex technology challenges by evaluating situations, coordinating internal support, and facilitating issue resolution.

• Offer direct support for technology-related problems within the scope of this role.

• Act as a liaison between advisors and internal support teams to promote issue resolution, minimize business interruptions, and communicate recurring challenges.

• Aid advisors in understanding, adopting, and making effective use of Manulife technologies, services, approved workflows, and support resources.

• Provide personalized one-on-one coaching and create advisor-focused job aids and guidance materials.

• Offer insights on technology standards, cybersecurity, data management, technology risk, and the evaluation of technology products and services.

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

• Participate in 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, while also assisting the corporate branch model as necessary.

⛳️ Requirements

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

• Strong comprehension of end-user technology environments, including devices, peripherals, Microsoft 365 tools, connectivity fundamentals, and common business technology issues.

• Proven experience in assessing issues, prioritizing support needs, and coordinating resolutions across various teams.

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

• Ability 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.

• Willingness and ability to travel within the Eastern region as needed.

• Experience in financial services or providing support to independent financial advisors is preferred.

• A strong customer service orientation is preferred.

• Good judgment in identifying the best course for issue resolution and engaging internal experts is preferred.

• Highly organized and responsive, with the capability to manage multiple priorities is preferred.

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

🏝️ Benefits

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

• Health benefits.

• Dental benefits.

• Mental health benefits.

• Vision benefits.

• Short- and long-term disability insurance.

• Life and AD&D insurance coverage.

• Adoption/surrogacy benefits.

• Wellness benefits.

• Employee/family assistance plans.

• Retirement savings plans.

• 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.

• Flexible environment that promotes well-being and inclusion.

• Opportunities for learning and career advancement.