Operations Service Specialist

Manulife•Waterloo, ON

2d•Hybrid

About The Position

The Service Specialist is responsible for supporting all Operational areas and Field Offices by managing service‑related inquiries and ensuring they are resolved accurately and within required timeframes. This role provides coordination, problem‑solving support, and cross‑team alignment to help deliver a seamless experience for our customers and internal partners. The Service Specialist is accountable for overseeing inquiries from intake through resolution, promoting service consistency, and contributing to continuous improvement across Group Benefits Operations. The Specialist may also participate in meetings with internal stakeholders and, when appropriate, customer‑facing discussions.

Requirements

Extensive knowledge and experience within Group Benefits.
Comprehensive understanding of Manulife administration systems and related platforms.

Nice To Haves

Strong commitment to delivering exceptional customers and internal partner service.
Excellent verbal and written communication skills.
Strong problem‑solving and analytical abilities.
Project management and business analysis capability is an asset.
Decision‑making, influencing, and negotiation skills.

Responsibilities

Act as the first point of contact for internal service inquiries related to operational processes and transactions.
Coordinate and facilitate discussions required to resolve inquiries in a timely and accurate manner.
Respond to internal partners (written and verbal) with clear, professional guidance.
Apply strong problem‑solving skills to remove barriers, identify inquiries with potential customer or financial impact, and engage appropriate partners to drive timely resolutions.
Support process‑related inquiries by providing directions on established procedures and identifying opportunities for clarification or refinement.
Collaborate with operational teams and subject matter experts to address issues and ensure alignment across functions.
Maintain accurate reporting and documentation to track inquiries, themes, trends, and resolution outcomes.
Provide guidance on product and service options to help internal partners meet customer needs while maintaining organizational standards.
Stay current on system, workflow, and process changes across Group Benefits operational units, demonstrating adaptability in a dynamic environment.
Provide recommendations on when groups should enter or exit the warranty program.
Review and monitor inquiries related to groups in warranty.
Analyze warranty‑related trends and prepare statistical reporting.
Review Client Monitoring Reports to confirm issues are identified and addressed, collaborating with the Regional Group Office as required.
Promote a strong, team‑based approach across SFS, PDS, and PMA.
Demonstrate strong interpersonal skills to support negotiation, conflict resolution, and cross‑team collaboration.
Champion consistent, high‑quality service delivery across all supported areas, contributing directly to positive partner and customer experiences.
Contribute to projects related to service processes, product enhancements, and operational workflows within Group Benefits.
Provide subject matter expertise to ensure project outcomes support improved customer and operational experience.
Responsible for the timely and accurate handling of service inquiries within PDS and supported operational areas.
Contribute directly to service quality, cross‑functional alignment, and customer experience outcomes through effective coordination, issue management, and continuous improvement.

Benefits

health
dental
mental health
vision
short- and long-term disability
life and AD&D insurance coverage
adoption/surrogacy and wellness benefits
employee/family assistance plans
retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
financial education and counseling resources
holidays
vacation
personal
sick days
full range of statutory leaves of absence