Service Delivery Administrator

The Group Benefits Service Team is seeking a bilingual energetic and motivated team member to join our dynamic environment. Reporting to the Assistant Manager Small Business Delivery the Service & Delivery Administrator plays a key role in supporting the Group Benefits Distribution organization.

If you thrive in a fastpaced environment enjoy supporting advisors and clients and want to contribute to a team that sits at the heart of Distribution this opportunity is for you.

Position Responsibilities:

Advisor and Client Support (50%)

• Provide superior support to Service Representatives and assist with managing their inforce business blocks.

• Handle inquiries from advisors and clients through to resolution.

• Complete basic updates to ensure accuracy of client and advisor records.

• Manage claims escalations and support timely resolution.

• Maintain strong advisor relationships and support a positive onboarding experience.

General Support and Guidance (50% - to support above work)

• Maintain and update advisor and client information within GroupLinks.

• Apply knowledge of Group Benefits products sales and service processes when supporting external advisors.

• Monitor daily work queues to ensure timely processing within service standards.

• Identify and implement opportunities to improve operational efficiency.

• Recommend training opportunities that enhance the advisor experience and drive efficiency.

• Collaborate effectively with internal and external partners at all levels.

• Provide support to other Group Benefits Distribution service teams when required.

• Maintain Privacy and Confidentially requirements when sharing data externally including adherence to PIPEDA legislation and internal Code of Conduct guidelines as they pertain to confidential information for advisors and their clients.

Required Qualifications:

• Fully bilingual (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.à

• Post-Secondary education or equivalent work experience.

• Previous administrative support and/or group benefits experience an asset.

• Strong analytical skills with the ability to gather and interpret data and investigate issues without supervision.

• Build effective relationships and establish a prominent level of credibility within the team and with our internal and external partners.

• Create an environment of continuous improvement.

• Ability to work under deadlines managing multiple projects and competing priorities.

• Strong organizational communication and time management skills

Preferred Qualifications:

• Demonstrates a commitment to delivering excellent service.

• Good interpersonal and relationship building skills.

• Takes initiative is a positive influence and thrives in a fast-paced work environment a fast learner and self-starter.

• Has curiosity to understand things and challenge new ideas.

• Demonstrated ability to work in high volume deadline-oriented environment.

• Takes ownership and builds solutions focusing on what matters.

• Does what is right work with integrity and speaks up.

• Flexible and adaptable to change including changing priorities and tight deadlines.

• Strong customer service skills including a sense of urgency ability to display empathy and strong emotional self-control during times of stress and particularly in difficult conversations.

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.

The role being advertised is an existing vacancy.

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

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location please contact for the salary range for your location.

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.

We use data and analytics technologies such as artificial intelligence (AI) and automated processing tools to analyze and process the information you provide to us or third parties in the application process. For more information please refer to our personal information collection statement.