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 SLX Quality Control team is looking for a dynamic, dedicated, and self-motivated addition to our team who strives to meet Client, Member and Customer Service expectations. As a very important part of the SLX Quality Control team, we are responsible for ensuring all SLX Plan member level transactions are processed as per our procedures, our Legislative requirements as well as Client and Plan Level rules.
In this role, you will fulfill varied tasks, to help ensure service excellence for our SLX Clients and Sponsors and for our SLX Group Plan members. This role requires keen attention to detail, ability to respond to changing priorities, and very strong communication, time management, and organizational skills.
Responsibilities
- Review transactions for accuracy, completeness and adherence to company policies and procedures.
- Define, quantify and analyze error causes. Analyze trends and recommend workflow changes and processing improvements including system enhancements as required.
- Coordinate monthly reporting of individual/team processing errors, and the percentage of errors for quality error codes and transaction work types.
- Provide feedback to Managers on trend analysis, monthly reporting, and representative progress.
- Communicate processing errors to representatives.
- Work with On-the-Job Trainers to discuss processing trends, determine development and training opportunities, and measure the progress and effectiveness of training.
- Attend department staff meetings to discuss processing issues and clarification measures.
- Recommend process improvements to identify efficiencies and create standardization throughout the department.
- Other duties as assigned / Shared Responsibilities
- Support team members by following internal processes to request specialized reporting as needed.
- Exercise judgement in the selection and interpretation of data.
- Learn and effectively execute various tasks performed within the team to support high volume periods.
- Provide high quality service to our internal and external clients through accurate and timely fulfillment of requests.
- Identify opportunities to gain efficiencies in internal processes.
- Strict adherence to our privacy and confidentiality guidelines.
- Commitment to supporting our organizations Equity, Diversity, and Inclusion efforts.
- Develop and maintain a high level of knowledge on pension legislation, administrative matters, and technologies.
What motivates you?
- You obsess about customers, listen, and engage.
- You think big, with curiosity to discover ways to use your agile mindset 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.
We are looking for someone with
- Knowledge on Group Savings and Retirement products and legislation
- Customer service experience, with a high aptitude for relationship building both internally and with clients.
- Previous experience with Group Retirement Services, and associated products is an asset.
- Bilingual is required (French/English) -
- The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
- Proficiency in Outlook, Excel, and Word and effective written and verbal communication skills
- Excellent communication and interpersonal skills
- Excellent analytical, problem solving and solutioning skills.
- Excellent time management and organizational skills
- A capacity for constant learning from both success and failure
- Ability to balance multiple competing priorities with quick turnaround times.
- Open to change and continuous improvement.
- Excellent interpersonal skills able to cultivate and maintain strong partnerships with both internal and external customers.
Nice to Haves
- Exposure to and knowledge of Group Savings and Retirement products
- Exposure to and basic understanding of collaboration tools like Microsoft Teams and Outlook
On the job you will
- Work closely and collaborate with internal team members.
- Aim to produce quality work that is duly processed within department guidelines.
- Work closely with
- otherteamsto
- Manage your own workload and ensure that is processed within the expected timeline.
- Have the opportunity to learn other member level transaction types.
Our commitment to you
- We lead with our Values every day and bring them to life together.
- Values-first culture
- We create opportunities to learn and grow at every stage of your career.
- Boundless opportunity
- We work continuously to find new, more streamlined way of working and strive to improve our processes where we can.
- Continuous innovation
- We foster an inclusive workplace where we allow everyone to thrive.
- Delivering the promise of Diversity, Equity, and Inclusion
- We build a business that benefits all partners and has a positive social and environmental impact.
- 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
.
Salary & Benefits
The annual base salary for this role is listed below.
Primary Location
Salary range is expected to be between
If you are applying for this role outside of the primary location, please contact
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