HR Contact Centre Senior Representative (Bilingual)
HR Contact Centre Senior Representative (Bilingual)
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Job Description
Are you looking for unlimited opportunities to develop and succeed With work that challenges and makes a difference and a flexible and supportive environment we can help our customers achieve their dreams and aspirations.
The North American Human Resources Contact Center AskHR Team has a career opportunity for a customer service oriented individual to join our collaborative and dynamic team.
In the HR Contact Service Representative role you will demonstrate a superior commitment to meeting customer needs by providing prompt and accurate responses to our North American based employees and retirees and internal HR colleagues. The Contact Centre responds to inbound calls and emails in regard to HR policies and programs and provides technical support for the companys HR Systems such as Workday and Compass. As our ideal candidate your talent is your ability to communicate effectively with people; you are a quick learner with a high energy level and a desire to be part of a dynamic service-oriented team.
Position Responsibilities:
Provide exceptional service to our employees and HR colleagues by handling telephone and email inquiries with regards to HR policies programs and HRIS system.
Responsible for providing prompt and accurate responses in a clear consistent and professional manner within established productivity goals and turn-around times
Educate customers at every opportunity on rationale behind policies and Manulife HR self-service tools.
Maintain updated knowledge of Manulifes HR policies programs and procedures
Identify streamlining opportunities for continuous improvement
Identify trends and patterns of client questions or issues initiate improvement suggestions or escalate to the appropriate person/department
Use the call tracking system to track call received
Work hours will be rotating shifts between 8am and 5pm Monday-Friday overtime maybe required on occasion.
Required Qualifications:
HR Experience
Experience within a call center environment is an asset
Understanding of Human Resource policies procedures and tools is an asset
High-comfort working in a fast-paced high-volume and ever-changing environment
Exceptional technical capabilities including computer skills call-center technologies & intranet navigation
Good judgment in interpreting and applying HR policies and procedures
Superior customer service experience and skills
High level of phone confidence and professionalism in interaction with customers
Excellent verbal & written communication skills in English is required
Ability to multi-task prioritize and meet timelines
Ability to handle sensitive and complex information
Solid team player
Ability to be resourceful strong research skills
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.
#LI-Hybrid
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 .
Referenced Salary Location
Montreal QuebecWorking Arrangement
Salary range is expected to be between
$44775.00 CAD - $74625.00 CADIf you are applying for this role outside of the primary location please contact 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 for more information about U.S.-specific paid time off provisions.
Required Experience:
Senior IC
Employment Type
Full-Time
