The Investment Operations Processing team provides quality operational services to investors. These include processing financial or other transactions such as the acceptance, transmission, and settlement of orders, as well as preparing outgoing communications (by phone, fax, or mail) for advisors and brokers. Our focus on customer service is reflected in our vision: to become a leader in service by exceeding customer expectations through the quality of our staff and technological resources. The primary responsibility of the person in this position is to handle communications related to all complex customer requests concerning one or more product lines or multiple categories of transactions. They will work to thoroughly understand all types of complex transactions related to the targeted product lines. They must demonstrate determination to maintain the specified service levels and standards for quality and productivity, which will serve as a measure of their success. Additionally, they will perform various tasks and produce reports on Operations Processing Services daily, including: Quality control of all types of routine transactions. Daily batch settlements and payments. Reporting on administrative unit controls and critical workflow overview, ensuring compliance with all approval and document storage/retention requirements. Providing support to other administrative units, such as the Call Center, Distributor Services, and Technical Support. At this level, team members are well-versed in industry and operational requirements: anti-money laundering, FundSERV, Online Transactions (OEL), formal trusts, estates, corporate accounts, and nominee holders, etc. Position Responsibilities: Accurately handles complex service requests at the initial point of contact, utilizing various administrative systems while adhering to established service standards. Takes a proactive role in identifying recurring customer concerns, reporting them to superiors, and recommending strategies to resolve issues and enhance service. Recognizes exceptional situations and opportunities for improvement, communicating recommendations to higher levels. Provides effective support for cases requiring escalation, collaborating with business partners and leaders to resolve issues. Works with the team to build strong customer relationships and meet the standards for accuracy and service excellence. Required Qualifications: Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec. Passion for customer service, with the ability to build positive relationships and protect the interests of Manulife. Commitment to exceptional service, whether working independently or as part of a team, with minimal supervision. Talent for analyzing and solving problems, seeing them through to completion. Mastery of company policies, procedures, and concepts. Preferred Qualifications: Knowledge of investments – a major asset. Proficiency in the Microsoft Suite and ease with computers. Experience with IFAST and AWD – an asset. Attention to detail and impeccable organization skills for juggling multiple tasks simultaneously. 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-REMOTE 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 recruitment@manulife.com. Referenced Salary Location CAN, Quebec - Full Time Remote Working Arrangement Remote Salary range is expected to be between $44,775.00 CAD - $74,625.00 CAD If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions. We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognitions. Recent awards include: 2024 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2023 Best Companies to Work for in Asia 2023 We’ve been recognized as one of Canada’s Top 100 Employers (2024) Manulife included in Bloomberg’s 2023 Gender-Equality Index To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the ‘Job Alerts’ section located in the top right corner of the page. From there, you can sign up to receive job alerts. Our ambition is to be the most digital, customer-centric global company in our industry. Learn more at https://www.manulife.com/.
