Service Relationship Specialist

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

📋 Description

• Act as the external representative for Manulife with current and prospective corporate clients, Advisor Firms, and Partners.

• Assist Account Executives and distribution partners in securing new business opportunities.

• Engage in and deliver finalist presentations, implementation meetings, and client service discussions.

• Address and negotiate intricate service escalations and inquiries related to benefit plans.

• Initiate and oversee amendment requests for large corporate clients.

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

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

• Provide advice to clients regarding plan design, service options, technology solutions, administrative needs, and digital tools.

• Foster client retention and spot opportunities for additional products and services.

• Conduct presentations, employee sessions, workshops, and administrator training both in-person and virtually.

• Inform clients about new products, services, legislative changes, and necessary plan amendments.

• Lead projects related to implementations, mergers, acquisitions, and organizational restructuring.

• Sustain client relationships and facilitate ongoing service meetings and action logs.

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

⛳️ Requirements

• Comprehensive knowledge and experience in Group Benefits.

• Profound understanding of Group Benefits products and services.

• Proven experience in building and enhancing client and consultant/advisor relationships.

• GBA designation or actively pursuing the designation.

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

• Strong technical and analytical abilities with Microsoft Office, Excel, PowerPoint, and web analytics platforms.

• Exceptional skills in presentation, negotiation, influencing, communication, and customer engagement.

• Capability to manage service escalations and address complex client requirements.

• Ability to operate independently as well as in a team environment.

• Strong strategic, problem-solving, organizational, and time-management capabilities.

• Knowledge of Manulife’s administrative systems.

• Understanding of growth and retention strategies.

• Project management skills with the capacity to handle sophisticated concurrent projects under tight deadlines.

• Knowledge of corporate Group Benefits structures and complex amendments.

• Familiarity with Admin Advantage Flex Benefits operations.

• A valid driver’s license and access to a personal automobile are required.

🏝️ Benefits

• Health, dental, mental health, and vision coverage.

• Short- and long-term disability insurance.

• Life and AD&D insurance coverage.

• Adoption/surrogacy benefits.

• Wellness benefits.

• Employee/family assistance programs.

• 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.

• Flexible work environment.

• Work Smart options.

• Support for learning and career growth.

• Occasional travel opportunities.