The Investment Operations Processing team provides quality operational services to investors. These include processing financial or other transactions such as the acceptance, transmission, and settlement of orders, as well as preparing outgoing communications (by phone, fax, or mail) for advisors and brokers. Our focus on customer service is reflected in our vision: to become a leader in service by exceeding customer expectations through the quality of our staff and technological resources.
The primary responsibility of the person in this position is to handle communications related to all complex customer requests concerning one or more product lines or multiple categories of transactions. They will work to thoroughly understand all types of complex transactions related to the targeted product lines. They must demonstrate determination to maintain the specified service levels and standards for quality and productivity, which will serve as a measure of their success.

Additionally, they will perform various tasks and produce reports on Operations Processing Services daily, including:

• Quality control of all types of routine transactions.
• Daily batch settlements and payments.
• Reporting on administrative unit controls and critical workflow overview, ensuring compliance with all approval and document storage/retention requirements.
• Providing support to other administrative units, such as the Call Center, Distributor Services, and Technical Support.

At this level, team members are well-versed in industry and operational requirements: anti-money laundering, FundSERV, Online Transactions (OLT), formal trusts, estates, corporate accounts, and nominee holders, etc.

REQUIRED QUALIFICATIONS:

• Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
• Passion for customer service, with the ability to build positive relationships and protect the interests of Manulife.
• Commitment to exceptional service, whether working independently or as part of a team, with minimal supervision.
• Talent for analyzing and solving problems, seeing them through to completion.
• Mastery of company policies, procedures, and concepts.

PREFERRED QUALIFICATIONS:

• Knowledge of investments – a major asset.
• Proficiency in the Microsoft Suite and ease with computers.
• Experience with IFAST and AWD – an asset.
• Attention to detail and impeccable organization skills for juggling multiple tasks simultaneously.

POSITION RESPONSIBILITIES:

• Accurately handles complex service requests at the initial point of contact, utilizing various administrative systems while adhering to established service standards.
• Takes a proactive role in identifying recurring customer concerns, reporting them to superiors, and recommending strategies to resolve issues and enhance service.
• Recognizes exceptional situations and opportunities for improvement, communicating recommendations to higher levels.
• Provides effective support for cases requiring escalation, collaborating with business partners and leaders to resolve issues.
• Works with the team to build strong customer relationships and meet the standards for accuracy and service excellence.

Additionally, they will perform various tasks and produce reports on Operations Processing Services daily, including:

• Quality control of all types of routine transactions.
• Daily batch settlements and payments.
• Reporting on administrative unit controls and critical workflow overview, ensuring compliance with all approval and document storage/retention requirements.
• Providing support to other administrative units, such as the Call Center, Distributor Services, and Technical Support