Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you.

Job Description

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.

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.

Qualifications:

• 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 and French 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

#LI-hybrid

Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.

About John Hancock and Manulife

John Hancock is a unit of Manulife Financial Corporation, 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 globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at manulife.com .

One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including life insurance , annuities , investments , 401(k) plans , and education savings plans . Additional information about John Hancock may be found at johnhancock.com .

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 .