The Installation Administrator (documents) is accountable for creating and amending documents, legal binding contracts, member booklets and benefits at a glance document for Corporate Account clients in an accurate and timely manner. Position Responsibilities: Creation of documents (booklets, contracts, etc.) required as a result of a New Issue (routine and complex) using the master application (30%) Process amendments or inquiries (routine and complex) by updating the same type of documentation. (45%) Posting documents in different systems (5%) When necessary, develop non-standard contract language while maintaining the standard wording and meeting legislative requirements As needed, be able to manage multiple new issues, amendments, inquiries, along with same-day requests for rushes to meet target dates Able to do comparisons between systems and documents to reduce risks for clients and Manulife. (5%) As needed, work directly with clients, consultants and RGO to address feedback on newly produced documents. Identify opportunities for process improvements using the lean methodology and thereby contribute to departmental goals. (5%) Can provide question support to peers (10%) Translations of English documents (% included in the New Issue and Amendments for Montreal) Driving employee Engagement by Cultivating a High-Performing Culture. Commitment to Financial Efficiency and Continuous Improvement targets, as required Commitment to improving cNPS (customer) scores based on overall CX goals 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. Preferred Qualifications: Solid knowledge of group benefits plan structure and complexities of Client Group Options would be helpful. Solid appreciation of the needs of Plan Design customers, including plan sponsors, advisors, RGOs and other operational departments Understanding of functions and services performed by other admin areas. Strong skills in customer service and great attention to detail. Demonstrated judgment and decision-making skills. Knowledge of legal contract language and what we can and cannot write in a contract or member booklet would be helpful. Flexible, creative and responsive to customer needs while ensuring Manulife is following all CHLIA Guidelines would be helpful. Demonstrates confidence/resilience in everyday situations Positively impacts team and inter-departmental relationships, works to resolve conflicts Quality goals of 98% accuracy on completion of training 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 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 Montreal, Quebec Working Arrangement Hybrid 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/.
