Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference and a flexible and supportive environment, we can help our customers achieve their dreams and aspirations. The North American Human Resources Contact Center AskHR Team has a career opportunity for a customer service oriented individual to join our collaborative and dynamic team. In the HR Contact Service Representative role, you will demonstrate a superior commitment to meeting customer needs by providing prompt and accurate responses to our North American based employees and retirees and internal HR colleagues. The Contact Centre responds to inbound calls and emails in regard to HR policies, and programs and provides technical support for the company's HR Systems such as Workday and Compass. As our ideal candidate, your talent is your ability to communicate effectively with people; you are a quick learner with a high energy level and a desire to be part of a dynamic, service-oriented team. Position Responsibilities: Provide exceptional service to our employees and HR colleagues by handling telephone and email inquiries with regards to HR policies, programs and HRIS system. Responsible for providing prompt and accurate responses in a clear, consistent and professional manner, within established productivity goals and turn-around times Educate customers at every opportunity on rationale behind policies and Manulife HR self-service tools. Maintain updated knowledge of Manulife's HR policies, programs and procedures Identify streamlining opportunities for continuous improvement Identify trends and patterns of client questions or issues, initiate improvement suggestions or escalate to the appropriate person/department Use the call tracking system to track call received Work hours will be rotating shifts between 8am and 5pm Monday-Friday, overtime maybe required on occasion. Required Qualifications: HR Experience Experience within a call center environment is an asset Understanding of Human Resource policies, procedures and tools is an asset High-comfort working in a fast-paced, high-volume, and ever-changing environment Exceptional technical capabilities, including computer skills, call-center technologies & intranet navigation Good judgment in interpreting and applying HR policies and procedures Superior customer service experience and skills High level of phone confidence and professionalism in interaction with customers Excellent verbal & written communication skills in English is required Ability to multi-task, prioritize and meet timelines Ability to handle sensitive and complex information Solid team player Ability to be resourceful, strong research 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 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 Waterloo, Ontario Working Arrangement Hybrid Salary range is expected to be between $42,825.00 CAD - $71,375.00 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/.
