Operations Service Specialist

The Service Specialist is responsible for supporting all Operational areas and Field Offices by managing service‑related inquiries and ensuring they are resolved accurately and within required timeframes. This role provides coordination, problem‑solving support, and cross‑team alignment to help deliver a seamless experience for our customers and internal partners. The Service Specialist is accountable for overseeing inquiries from intake through resolution, promoting service consistency, and contributing to continuous improvement across Group Benefits Operations. The Specialist may also participate in meetings with internal stakeholders and, when appropriate, customer‑facing discussions.

 

 

Position Responsibilities:

Primary Point of Contact for Operational Service Inquiries

• Act as the first point of contact for internal service inquiries related to operational processes and transactions.

• Coordinate and facilitate discussions required to resolve inquiries in a timely and accurate manner.

• Respond to internal partners (written and verbal) with clear, professional guidance.

• Apply strong problem‑solving skills to remove barriers, identify inquiries with potential customer or financial impact, and engage appropriate partners to drive timely resolutions.

• Support process‑related inquiries by providing directions on established procedures and identifying opportunities for clarification or refinement.

• Collaborate with operational teams and subject matter experts to address issues and ensure alignment across functions.

• Maintain accurate reporting and documentation to track inquiries, themes, trends, and resolution outcomes.

• Provide guidance on product and service options to help internal partners meet customer needs while maintaining organizational standards.

• Stay current on system, workflow, and process changes across Group Benefits operational units, demonstrating adaptability in a dynamic environment.

 

Warranty Program Support

• Provide recommendations on when groups should enter or exit the warranty program.

• Review and monitor inquiries related to groups in warranty.

• Analyze warranty‑related trends and prepare statistical reporting.

• Review Client Monitoring Reports to confirm issues are identified and addressed, collaborating with the Regional Group Office as required.

 

Foster a Collaborative Service Culture

• Promote a strong, team‑based approach across SFS, PDS, and PMA.

• Demonstrate strong interpersonal skills to support negotiation, conflict resolution, and cross‑team collaboration.

• Champion consistent, high‑quality service delivery across all supported areas, contributing directly to positive partner and customer experiences.

 

Project Resource

• Contribute to projects related to service processes, product enhancements, and operational workflows within Group Benefits.

• Provide subject matter expertise to ensure project outcomes support improved customer and operational experience.

 

Scope and Organizational Impact

• Responsible for the timely and accurate handling of service inquiries within PDS and supported operational areas.

• Contribute directly to service quality, cross‑functional alignment, and customer experience outcomes through effective coordination, issue management, and continuous improvement.

 

 

Required Qualifications:

• Extensive knowledge and experience within Group Benefits.

• Comprehensive understanding of Manulife administration systems and related platforms.

 

 

Preferred Qualifications:

• Strong commitment to delivering exceptional customers and internal partner service.

• Excellent verbal and written communication skills.

• Strong problem‑solving and analytical abilities.

• Project management and business analysis capability is an asset.

• Decision‑making, influencing, and negotiation skills.

 

 

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

This posting supports an ongoing hiring initiative for existing and/or future vacancies.

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 hr@manulife.com.

Referenced Salary Location

Waterloo, OntarioHybrid

Salary range is expected to be between

$50,100.00 CAD - $83,500.00 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 hr@manulife.com 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 hr@manulife.com 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.