Job Information
Manulife Operations Support Analyst in Waterloo, Ontario
The AdminAdvantage Administration team within the Manulife Group Benefits organization links people, technology and expert services to simplify benefits administration and provide consistent, powerful member and client experience. Our vision is to be recognized as the partner of choice within the industry for benefits solutions and benefits administration services.
AdminAdvantage Administration is looking for an Operations Support Analyst to join our team. As a member of our team you will be coordinating AdminAdvantage Workflows, working with individuals globally to ensure smooth, consistent and on time completion of client requests. Our clients trust the administration of their group benefits us, and you will be part of a team that delivers outstanding results to those clients and our members.
Position Responsibilities:
Coordinate completion of Client requests within the expected Turnaround time, utilizing resources from multiple locations and time zones.
Identify/report business risks to the Leadership team, including identify training opportunities and the utilization of our tools and methodologies to allow us to meet our established service level agreements/turnaround standards.
Review previous days performance and adjust assigned work as necessary, including allocating work based on personal queues and priorities.
Provide daily reporting highlighting outstanding transactions, recommending tactics to maintain expected levels of service for each client.
Work with leaders on gap identification and volume trend analysis.
Compile Service Level reports for distribution to internal stakeholders.
Support onboarding of new clients, including keeping client profiles updated.
Manage the client shared inboxes, including implementation, decommissioning and access requirements.
Research and analyze issues, understand the root cause, correct the issue and suggest preventive measures for future occurrences.
Take ownership for troubleshooting AWD issues, engaging support as required.
Update as instructed, all tasks in the Project Management tool daily and accurately.
Required Qualifications:
The customer service profession isn’t new to you. You’ve spent at least 3 years growing your knowledge, skills and experience in this line of work and you have a clear track record of success in delivering excellent service in a fast paced, professional environment.
You have excellent knowledge of MS applications & communication tools.
Preferred Qualifications:
Proficient in Microsoft Excel, with the ability to perform tasks such as data analysis using pivot tables, VLOOKUP, creating formulas and functions, and generating detailed reports. Experience with data visualization tools like charts and graphs and familiarity with SQL for database querying and data manipulation is a strong plus.
You realize that the need to continue to learn and invest in your own development is a never-ending journey.
You never lose sight of the customer - their needs and their experience in doing business with us. You put the customer at the center of everything you do.
You have top notch communication skills and can communicate complex ideas in a manner that can be easily understood.
You learn FAST. You pick up new ideas, concepts, technologies, and tools easily.
You have an approachable style that just makes people want to work with you - and that helps build great relationships between other people and groups.
You demonstrate accountable behaviors – you take initiative and show ownership in everything you do.
You can adapt to change and even embrace it.
You successfully manage competing priorities like a champion.
You’re a capable and innovative problem-solver using sound judgement to make business decisions that drive results and solve customer problems.
You don’t like to stand by when you notice that there’s something that could work better for your team or Manulife. You want to improve things – and you do something about it!
You know how to build successful relationships with your coworkers – whether they are sitting across the table from you - or across the globe.
When you join our team:
We’ll empower you to learn and grow the career you want.
We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team, we’ll support you in shaping the future you want to see.
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Acerca de Manulife y John Hancock
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com .
Manulife es un empleador que ofrece igualdad de oportunidades
En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.
Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a hr@manulife.com .
Referenced Salary Location
Montreal, Quebec
Modalidades de Trabajo
Híbrido
Salary range is expected to be between
$59,700.00 CAD - $99,500.00 CAD
Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual. El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación. Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a hr@manulife.com para conocer el rango salarial correspondiente a tu ubicación.
Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con hr@manulife.com para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.