Digital Desk Specialist

Join our Distributor Relations & Learning team as a Digital Desk Specialist serving as the central point of contact for advisors marketing assistants and support staff. You will provide real-time support and training on our insurance digital tools ensuring exceptional service and high-quality interactions with distributors.

In this independent role youll drive digital growth by expertly managing E-Business solutions within the insurance sector. As a subject matter expert youll navigate complex situations across our digital offerings contributing significantly to our learning strategy in Insurance Operations.

Position Responsibilities:

• Promote and influence the adoption of E-Business Solutions in the insurance sector while fostering learning and user confidence through problem-solving and education building strong relationships with our distribution network.

• Acknowledge manage and prioritize each request promptly consistently delivering exceptional service and demonstrating professionalism and empathy through active listening.

• Support develop and maintain strong collaboration with business units identifying opportunities to improve operational processes and influencing decisions to enhance the customer experience.

• Utilize sound judgment and risk assessment in recommending exceptions outside standard practices demonstrating innovative thinking to challenge cumbersome processes and promote positive change.

• Act as a change agent making strategic recommendations to business unit leaders to drive organizational improvements and enhance the overall customer experience.

Required Qualifications:

• Post-secondary education with relevant experience or equivalent industry experience in the insurance/finance sector

• Minimum 2-year experience in a customer support role

• Maintains procedural expertise and broad knowledge staying up to date with systems tools and policies in a rapidly changing environment.

• Capable of quickly identifying and solving problems conducting trend analysis and reporting findings.

• Exhibits flexibility adaptability and the ability to multitask organize and prioritize tasks to meet tight deadlines.

Preferred Qualifications:

• Manage all distributor interactions promptly and professionally ensuring sensitivity courtesy and accuracy while adhering to Manulifes terms and policies and demonstrate autonomy in assessing risks for complex issues.

• Analyze complex situations using expert problem-solving skills to find effective resolutions engage internal teams when necessary and identify systemic issues and root causes to collaborate on solutions with business partners.

• Use sound judgment in triaging calls and express the voice of users by sharing insights to drive proactive improvements in their learning experiences influencing decisions and driving organizational change to enhance tools and processes.

• Organize and prioritize tasks to meet aggressive deadlines often working beyond regular hours while staying updated with changes in tools technology and company policies to share knowledge and support team efforts.

• Develop and maintain strong collaboration with stakeholders across Learning & Development New Business Case Coordination DTSC Insurance Sales and Contact Centre to ensure comprehensive resolutions and support growth and user confidence.

When you join our team:

• Well empower you to learn and grow the career you want.

• Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team well support you in shaping the future you want to see.

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About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider helping people make their decisions easier and lives better. To learn more about us visit 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 .

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