Hybrid
We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.
Working Arrangement
Job Description
The opportunity
This role is primarily accountable for managing and resolving client service requests for Human Resources basic support to employees via a variety of channel (phone, email and online chat) as defined in the department training plan within the defined service standards. The role will service employees in Greater China.
Responsibilities
- Accurately handle routine client service requests at initial point of contact utilizing administrative
- systems
- Take a proactive role in identifying and reporting areas of continuing client
- concern(trends)
- Identify and escalate exceptions with recommendations to appropriate
- resource
- Educate employees at every opportunity on rationale behind policies and Manulife's HR self-service tools such as
- Workday
- Responsible for participating in a strong collaborative team and building customer working relationships while providing excellent customer
- service
- Keep current with company policies, procedures and maintaining processing
- knowledge
- Expectation of measures around accuracy and service excellence are
- met
- Liaise with other teams to resolve employee issues, if necessary
What motivates you?
- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us build a diverse and inclusive work environment for everyone.
What we are looking for
- College graduate
- Customer service focus and skills with the ability to build positive relationships between customer/company, and represent Manulife's best interests.
- Commitment to achieving high levels of service excellence and ability to work independently or within a team and with direction
- Excellent communications skills (verbal and written) in English, Cantonese and Mandarin
- Analytical and problem solving skills
- Working knowledge of Customer Services policies, procedures and concepts
- skills to be able to work in a multitasking environment
- Organizational/prioritization
- Attention to detail
- Bi-lingual (Cantonese and English) or Multi-Lingual (Cantonese, Mandarin and English)
- Resourceful able to source out information and have basic research skills
What can we offer you?
- A competitive salary and benefits packages.
- A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
- A focus on growing your career path with us.
- Flexible work policies and strong work-life balance.
- Professional development and leadership opportunities.
Our commitment to you
- Values-first culture
- Boundless opportunity
- Continuous innovation
- Delivering the promise of Diversity, Equity and Inclusion
- Championing Corporate Citizenship
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as MFC' on the Toronto, New York, and the Philippine stock exchanges, and under 945' in Hong Kong.
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
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
.