Manulife Looking for Annuity Service Coordinator at Ontario, Canada Full Time

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Remote

Job Description

Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you and the career below sounds exciting, we’d like to hear from you.

The Annuity Services Team is part of the Claims and Underwriting Organization, partnering with administrative groups to provide investors with quality operational services. These services include the processing of financial and non-financial transactions and handling outbound and inbound communications to clients and advisors. Our strong focus on customer service is reflected in our vision: to be an industry service leader by exceeding customer expectations through the strength of our people and technology.

Responsibilities

Provide support relating to Manulife Annuity products, VAPS/APV & related systems, Verification of Annuitant (VOA) program, and Client Confirmation Program (CCP) including but not limited to the following:

• Respond to inquiries from key internal business partners, clients, and advisors by way of email, phone, or fax
• Responsible for assigning cases to the appropriate queues and specialists
• Responsible for updating back-office system in an accurate and timely manner
• Provides support and processes requests through the Verification of Annuity Program
• Perform periodic system requirement reviews and support system updates by performing hands-on user testing as required
• Contribute to department projects and special initiatives as required
• Expectations of measures around accuracy and service excellence are met
• Identify gaps or errors in the knowledge databases and provide feedback/corrections to documentation, procedures, etc.
• Provide Call Centre & other service partner teams with immediate first-call resolution (FCR)

How will you create impact?

The Service Coordinator represents the Annuity Services team as the primary point of contact for daily administrative processing related to the maintenance of Annuity contracts. This role is primarily accountable for meeting the needs of our customers by receiving and responding to Client and Advisor inquiries and requests. This role will also be responsible for the maintenance of Annuity Contracts, assigning cases to the specialist team, and assisting with payment processes. This role will support as required initiatives focused on improving operational effectiveness and cost-effective service delivery within the established SLAs. The Service Coordinator is expected to maintain a current knowledge of changes and upcoming initiatives that may impact business processes, as well as support the timely adoption of new and updated industry and product standards when appropriate.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone

What We Are Looking For

• Bilingual (French & English) is required – The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
• Prior administrative experience within a retail investments operational environment
• Strong understanding of Annuity and/or Structured Settlement products
• Expertise with VAPS and/or APV (considered an asset)
• Ability to organize & prioritize work in a high-volume area and adhere to strict timelines
• Proven investigative and problem-solving skills, with an ability to be resourceful in identifying issues and solutions
• Demonstrated ability to be flexible and exercise judgment in a changing environment
• Demonstrated ability to develop and maintain positive cross-department relationships to attain collaborative solutions
• Strong Analytical and decision-making skills
• Attentiveness to detail
• Excellent communication skills both written and oral (Bilingualism is an asset)
• Excellent collaborative skills
• Excellent team player

Note: Flexibility concerning overtime may be required

Key Challenges

• Adhering to multiple and sometimes directly competing timelines for a variety of initiatives as assigned.
• Interpreting unclear/unfamiliar expectations from clients with confidence and patience.
• Manage time effectively within a high volume and less structured work environment while dealing with multiple cases with varied priorities in a detailed and timely manner.
• Maintaining processing expertise, broad knowledge and keeping current with our systems and products in our rapidly changing environment.
• Adhering to Quality & Productivity benchmarks and expectations where applicable.

Scope (Dimensions & Organizational Impact)

This role has the authority to:

• Potential for direct delivery coaching and training
• Address issues and concerns determined through trend analysis and make recommendations and/or communicate to leaders to achieve suitable problem resolution and implementation

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture: We lead with our Values every day and bring them to life together.
• Boundless opportunity: We create opportunities to learn and grow at every stage of your career.
• Boundless opportunity: We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion: We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.

About Manulife And John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

CAN, Ontario – Full Time Remote

Salary range is expected to be between

$41,925.00 CAD – $69,875.00 CAD

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.