Service Relationship Specialist

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

📋 Description

• Assist Distribution partners in securing new business opportunities

• Engage in and deliver finalist presentations as well as implementation meetings for Mid-Market Segments

• Act as a liaison and subject matter expert for internal partners focused on business acquisition

• Address and resolve escalated, complex inquiries related to benefit plans

• Negotiate and resolve service escalations

• Initiate amendment requests and gather outstanding requirements to meet deadlines and effective dates

• Collaborate with Customer Experience and Operations teams to share insights and pinpoint key issues

• Organize meetings with Plan Advisors/Consultants, Plan Sponsors, and internal teams

• Execute special projects and research assignments to cater to client needs

• Establish and nurture relationships with current and prospective partners

• Prepare, analyze, and interpret reports for clients

• Create reports utilizing web analytics platforms and reporting tools

• Provide expertise on Manulife’s digital group benefits experience

• Encourage the adoption of digital tools among plan members

• Track digital usage and engagement to identify educational and engagement opportunities

• Market and sell products and services aligned with client needs and business goals

• Identify client requirements and advocate for retention

• Suggest plan designs, service options, technology solutions, and administrative needs

• Conduct presentations to employee groups for enrollment and introductions to group benefits

• Educate and train plan administrators on efficient plan administration

• Lead customer workshops and training sessions on product updates and new features

• Maintain proactive communication with clients and advisors

• Deliver presentations and educational sessions for newly launched Group Benefits products and services

• Advise clients regarding new services, products, and legislative changes

⛳️ Requirements

• Knowledge of Group Benefits plan designs and Advisor/Consulting firms

• Proficiency in analyzing, interpreting, comparing, and preparing client reports

• Experience with web analytics platforms and reporting tools

• Expertise in digital experiences for group benefits clients across web, mobile, and voice platforms

• Familiarity with legislative and privacy regulations

• Capability to utilize Seismic Tools for crafting presentations

• Coaching mindset with the ability to define solutions and achieve outcomes

🏝️ Benefits

• Health insurance

• Dental insurance

• Mental health benefits

• Vision coverage

• Short- and long-term disability coverage

• 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

• Incentive programs and compensation tied to business and individual performance