HR Contact Centre Senior Representative (Bilingual)

The opportunity

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. 

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

• HR Experience Preferred
• Experience within a call center environment is an asset
• Bilingual in English and in French
• 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

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
  We lead with our Values every day and bring them to life together.
• Boundless opportunity
  We create opportunities to learn and grow at every stage of your career.
• Continuous innovation
  We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion
  We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship
  We build a business that benefits all stakeholders and has a positive social and environmental impact.

#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 [email protected].

Montreal, Quebec

Hybrid

Salary range is expected to be between

$44,775.00 CAD - $74,625.00 CAD

If you are applying for this role outside of the primary location, please contact [email protected] 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 [email protected] for more information about U.S.-specific paid time off provisions.