Service Relationship Specialist

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

📋 Description

• Act as Manulife's representative to current and prospective large and jumbo corporate clients, Advisor Firms, and Partners.

• Assist distribution partners in acquiring new business and take part in finalist presentations and implementation meetings.

• Function as a liaison and subject matter expert during shortlist presentations and new business implementation.

• Address and resolve escalated and intricate benefit-plan inquiries.

• Negotiate and manage service escalations.

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

• Clarify complex plan structures, union negotiations, and plan-design costings.

• Collaborate with Customer Experience, Operations, Underwriting, Implementation, Plan Document Services, Sponsor Financial Services, Plan Member Administration, and Admin Advantage Flex Benefit teams.

• Facilitate discussions with Plan Advisors, Consultants, Plan Sponsors, and internal teams.

• Conduct research assignments and special projects for corporate clients.

• Build and nurture relationships with existing and potential partners.

• Prepare, analyze, interpret, and generate client reports utilizing web analytics and reporting tools.

• Provide clients with guidance on digital group-benefits experiences, tools, adoption, usage, and plan-member engagement.

• Market products and services based on client requirements and business objectives.

• Suggest plan design, service options, technology solutions, and administrative approaches.

• Adhere to legislative and privacy guidelines during client meetings.

• Deliver presentations to employee groups regarding enrollment and benefits introductions.

• Educate plan administrators on effective plan management.

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

• Organize and maintain regular meetings with clients and advisors.

• Present and inform clients about newly launched products, services, and legislative initiatives.

• Create presentations using Seismic tools.

• Mentor and support new Service Relationship Specialists through job shadowing and buddy systems.

• Oversee projects involving new companies, mergers, acquisitions, and restructures.

• Serve as project manager for significant initiatives alongside Head Office partners and underwriters.

• Attend re-enrollment, ongoing service, and client meetings while maintaining action logs.

• Occasionally travel for client meetings, wellness fairs, and employee sessions.

• Work outside traditional business hours as necessary to meet client needs.

⛳️ Requirements

• Extensive knowledge and experience in Group Benefits.

• In-depth understanding of Group Benefits products and services.

• Proven experience in developing and strengthening relationships with clients and consultants/advisors.

• Demonstrated ability to take initiative, manage oneself, and demonstrate integrity.

• GBA designation or actively pursuing the designation.

• Familiarity with funding arrangements, underwriting concepts, risk analysis, and financial reporting.

• Strong technical and analytical skills using Microsoft Office, Excel, PowerPoint, and web analytics platforms.

• Excellent presentation skills with the ability to influence decision-makers.

• Customer-facing skills, including expectation management, communication, and information management.

• Capability to work both independently and collaboratively within a team.

• Strong analytical, strategic, problem-solving, negotiation, and influencing skills.

• Ability to handle multiple priorities, deadlines, and a high volume of work.

• Skill in identifying sensitive client needs or issues.

• Knowledge of plan design, service options, technology solutions, and ongoing administrative requirements.

• High proficiency in negotiation skills.

• Ability to retain and acquire new business.

• Competence in analyzing quantitative and qualitative data and making informed recommendations.

• Valid driver’s license and personal vehicle required.

• Comprehensive understanding of Manulife’s administrative systems.

• Proficiency with modern technology.

• Knowledge of growth and persistency strategies.

• Excellent planning and project management capabilities.

• Ability to manage large, sophisticated concurrent projects within tight deadlines.

• Understanding of complex corporate business structures.

• Ability to gather and submit details on complex amendments for large corporate clients.

• Consultative skills for developing solutions in corporate business contexts.

• Understanding of client utilization reports.

• Familiarity with Admin Advantage Flex Benefits operations.

🏝️ Benefits

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

• Flexible work environment.

• Health insurance coverage.

• Dental insurance benefits.

• Mental health support.

• Vision insurance.

• Short- and long-term disability insurance.

• Life and AD&D insurance coverage.

• Adoption and surrogacy benefits.

• Wellness benefits.

• Employee and family assistance plans.

• Retirement savings plans, including pension options.

• Global share ownership plan with employer matching contributions.

• Financial education and counseling resources.

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

• Statutory leaves of absence.

• Remote work and Work Smart options.

• Support for learning and career development.

• Commitment to diversity, inclusion, and reasonable accommodation.