Operations Specialist

Job Description

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

Key Responsibilities
• Processing all routine and the most complex transactions, performing quality control and communicating on complex administrative cases for all applicable products on all applicable systems.
• Maintains accurate records of transactions in order to interact effectively with distribution channels and/or clients.
• Identifies and solves the most complex problems based on a solid understanding of the customers’ needs, using investigation and established guidelines.
• Partner with Advisor Services to resolve escalated issues.
• Makes recommendations for exceptions and resolves complex issues referred to them by more junior staff.
• Communicate with internal and external partners to ensure requests and transactions are processed in a timely manner.
• Checking / Authorizing transactions as required based on related risk and complexity.
• Assist with the documentation of internal and external processes.

Tax Specific Accountabilities include:
• Process and balance remittances to CRA, RQ & IRS.
• Maintain client records in accordance with QI and FATCA standards
• Take ownership during tax time for preparing tax receipts and ensure adherence to tax reporting deadlines.
Qualifications:

Core Competencies:
• 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
• Strong communications skills (verbal and written) in English, and or French
•• Over 3 years of operational experience related to a complex processing environment with the ability to deliver exceptional service.
• Highly competent in cost maintenance
• Excellent understanding of account reconciliation
• A concern for working well or for surpassing a standard of excellence.
• Attentive to details with emphasis on accuracy and quality.
• Excellent analytical skills used to research and resolve complex issues.
• The ability to understand the business implications of decisions and the ability to strive to improve organizational performance.
• An expert knowledge of regulatory and legislative requirements impacting area of responsibility.
• Prioritizes departmental work to accommodate fluctuating, unplanned work and staffing shortfalls.
• Understands the implications of action or inaction and makes appropriate decisions on complex issues.
• Excellent organizational skills, with the ability to multi-task, works well under pressure.
• Consistently demonstrates ability to communicate clearly and effectively both verbally and in writing on all routine and most complex issues.
• High level of phone confidence and professionalism while interacting with internal and external customers.
• Demonstrates good conflict resolution skills.
• Driven by an underlying curiosity and desire to know more about things, people, or issues.
• The ability to identify a problem, obstacle, or opportunity and taking action in light of this identification to address current or future problems or opportunities.

If you are ready to unleash your potential, it’s time to start your career with Manulife/John Hancock.

About Manulife

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2018, we had more than 34,000 employees, over 82,000 agents, and thousands of distribution partners, serving almost 28 million customers. As of June 30, 2019, we had over $1.1 trillion (US$877 billion) in assets under management and administration, and in the previous 12 months we made $29.4 billion in payments to our customers. Our principal operations in Asia, Canada and the United States are where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, 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. 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 and advancement and we administer all of our practices and programs based on qualification and performance and without discrimination on any protected ground. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request any accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.