The Distributor Relations & Learning team is looking for a dynamic individual to act as a centralized point of contact for our advisors, marketing assistants, back-office support staff, and end customers.
The Digital Desk Specialist will join a team that supports advisors, back-office staff, and end customers, with a primary focus on enabling advisors and operational teams through effective use of our insurance and investment digital tools. In addition, this role will be cross-trained as a Vitality Concierge, providing support to Manulife policy holders by assisting with inquiries related to the Vitality Program.
Working in Relationship Management as a Digital Desk Specialist, this role will offer real-time operations support and training that focuses on the “how” in using our insurance and investment digital tools. With our distributors as the focus, this role will take a professional approach to every interaction to ensure high quality, exceptional customer service and support.
Working independently, the Digital Desk Specialist will support our digital growth strategies by offering a centralized point of contact for advisors, marketing assistants, back-office support staff, and end customers for E-Business solutions in the insurance and investment space. Covering a comprehensive suite of tools and services, this role utilizes multiple tools, system platforms, and methods to thoroughly review and respond to stakeholder needs.
Incumbents in this role are considered subject matter experts, with a clear understanding of the complexities and interdependencies of the insurance marketplace. This role will handle situations of varying levels of complexity that span across our E-Business solutions and customer support services.
This role is a key contributor to the overall strategy for learning in Insurance Operations.
Position Responsibilities:
Promote and influence the use of E-Business Solutions in the insurance and investment space
Support advisors and back-office staff in effectively utilizing insurance and investment digital tools to drive adoption and efficiency
Provide support to Manulife policy holders through cross-trained responsibilities as a Vitality Concierge, assisting with inquiries and navigation of the Vitality Program
Promote learning and build user confidence through problem solving and education while building and maintaining strong relationships with our distribution network
Acknowledge, manage, and respond to each request with the highest level of priority
Consistently provide exceptional service by demonstrating professionalism, empathy, and active listening to both internal and external customers
Support, develop, and maintain strong collaboration with business units
Identify opportunities to improve operational processes and influence decisions by making recommendations to enhance the advisor and customer experience
Use sound judgement and risk assessment when recommending exceptions outside of general practices
Demonstrate innovative thinking, challenge cumbersome processes, and promote change to improve experiences
Contribute to both distributor support and end-customer engagement, ensuring seamless service delivery across multiple channels
Intake and ensure all distributor and customer interactions are managed immediately with professionalism, sensitivity, courtesy, and accuracy, within Manulife policies
Work autonomously and demonstrate ownership when assessing risk related to complex issues
Analyze complex situations and investigate using expert problem-solving skills, engaging internal teams where required
Provide support across multiple audiences, including advisors, back-office staff, and policy holders
Deliver concierge-level support for the Vitality Program, assisting customers with program navigation, inquiries, and engagement
Identify and report systemic issues and root causes contributing to knowledge gaps and partner with internal teams on solutions
Use sound judgement and risk assessment when triaging calls
Express the voice of users and leverage insights to improve learning experiences
Influence decisions and drive change to improve tools, processes, and user experience
Organize, prioritize, and meet aggressive deadlines, occasionally outside regular hours
Stay current with changes in tools, technology, and company policies across insurance and investment products
Share knowledge with team members and actively participate in team initiatives
Build strong collaboration across stakeholders including Learning & Development, New Business, DTSC, Sales, Contact Centre, and Customer Experience teams
Support value streams focused on growth, adoption, and user confidence
Required Qualifications:
Post-secondary education with relevant experience or equivalent industry experience in insurance or financial services
Minimum 2 years of experience in a customer support or advisor support role
Experience supporting digital tools, platforms, or customer programs (experience with wellness programs like Vitality is an asset)
Strong technical knowledge and aptitude
Preferred Qualifications:
Strong empathy and active listening skills across both advisor and customer interactions
Comfortable communicating with advisors, back-office staff, and policy holders
Ability to explain digital tools and programs (including Vitality) clearly and confidently
Maintain procedural expertise while adapting to a rapidly changing environment
Quick problem identification and effective solution delivery
Strong communication skills with clarity and confidence
Professionalism under pressure, especially in escalated or time-sensitive situations
High level of customer service with a proactive, “go above and beyond” mindset
Strong multitasking, organization, and prioritization skills
Ability to balance multiple support streams (advisor and customer-facing) simultaneously
Commitment to service excellence within tight deadlines
Flexibility and adaptability
Ability to work independently and collaboratively across organizational levels
Strong analytical skills to identify trends and recommend improvements
Subject matter expertise with the ability to mentor others
Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.
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.
#LI-HYBRID
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 https://www.manulife.com/en/about/our-story.html .
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 [email protected] .
Referenced Salary Location
CAN, Ontario, Waterloo, 500 King Street North
Hybrid
Salary range is expected to be between
$52,650.00 CAD - $87,750.00 CAD
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 [email protected] 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 [email protected] 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 .
