[Remote] Service Delivery Administrator

Note: The job is a remote job and is open to candidates in USA. Manulife is a leading international financial services provider, and they are seeking a bilingual Service Delivery Administrator to support their Group Benefits Distribution organization. The role involves providing superior support to advisors and clients, managing inquiries, and maintaining accurate records while collaborating with internal and external partners.

Responsibilities

• Provide superior support to Service Representatives and assist with managing their in‑force 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
• 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

Skills

• 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
• 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
• 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

Benefits

• 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
• Various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
• Financial education and counseling resources
• Generous paid time off program in Canada includes holidays, vacation, personal, and sick days
• Full range of statutory leaves of absence

Company Overview