The role holder will be responsible for delivering outstanding customer service when it matters most. The role holder will bring the best of Manulife to celebrate, sympathize and congratulate employees throughout their employee journeys, from hire to leaving the company and all the significant steps in-between. Empathic, professional, highly organized, and tenacious, you will bridge internal HR processes and teams to deliver a unified professional service that reflects the employees situational and specific Employee Moment.
This role will deliver the highest level of customer service in HR; it is the exemplar of putting the employee at the center of all we do.

REQUIRED QUALIFICATIONS:

• Typically, post-secondary education
• Typically have 5+ years progressive customer service skills
• Bilingual English and French is mandatory

PREFERRED QUALIFICATIONS:

• Compelling Communication : Expresses ideas and shares information clearly and concisely, articulates messages, modifies approach, and builds connections/trust.
• Influence and Persuasion : Moves others to take corrective actions on behalf of AskHR ; influences without formal authority; ability to handle and overcome objections and resistance.
• Collaboration : Fosters productive working relationships across diverse groups to produce superior solutions; builds beneficial networks to achieve collective business goals; ability to work effectively with various stakeholders throughout HR
• Knowing the Business: Stay current on Manulife’s HR strategies; working knowledge of the Company’s various businesses .
• Solution Focused: Owns problems through to resolution; makes timely decisions, applies analytic/systematic reasoning to positively impact results, organizational performance, and the employee experience.
• Exceptional Time Management Skills: Ability to manage high volumes of cases within aggressive deadlines.

• Acknowledge, manage, and respond to each employee Moment with the highest level of priority.
• Liaise and oversee complex processes across multiple HR Functions ensuring timely execution of employee wishes keeping the employee continually informed.
• Own all verbal and non-system generated written employee correspondence, regularly updating the employee in pre- booked appointments, complimented by weekly summary of progress.
• Arrange a pre- booked outbound call to confirm closure and seek to identify how HR can help in future.
• Consistently provide exceptional service to customers and non-customers by demonstrating the highest level of professionalism, empathy and through active listening
• Ensure that customer service concerns and business area feedback are highlighted to dedicated Continuous Improvement partners to improve the employee experience and business processes.
• Takes full ownership and responsibility of managing cases and sees them to final resolution.
• Executive services