Job Description

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.






Working Arrangement Hybrid General Accountabilities: The HR Contact Centre Representative is primarily responsible in providing professional service to external/internal customers contacting Manulife AskHR either via call or written cases through MFCentral AskHR Portal. HR Contact Centre Representative supports general inquiries on HR policies, HR systems, Payroll & Compensation, Learning Programs, Performance Management, Recruitment, etc. Key Accountabilities:

• Handle employee questions and requests received via call, email, or written cases efficiently and accurately
• Strive to achieve first call/contact resolution in all interaction
• Educate employees at every opportunity on rationale behind Manulife’s Policies and HR self-service tools (e.g. Workday)
• Document and track significant caller discussions for future reference
• Own each AskHR cases and resolve or negotiate “win-win” solutions on behalf of HR/Manulife
• Take a proactive role in identifying and reporting areas of continuing client concern (AskHR inquiry trends)
• Identify and escalate exceptions with recommendations to appropriate resource
• Participate in a strong collaborative team that aims to providing excellent customer service
• Keep current with company policies and procedures to provide accurate employee advice
• Liaise with HR Partners or HR Operations Tier 1B to resolve employee concerns if necessary

Qualifications:

• Graduate of any Bachelor’s Degree, HR related course is an advantage
• Preferably with previous related-work experience in HR or call center industry
• Ability to converse effectively using the English language
• Ability to compose a grammatically correct, clear, and concise paragraph/emails
• Ability to multi-task and navigate multiple applications at the same time
• Ability to support employees working in day shift
• For internal applicants, must have at least one-year tenure in their current position. They must also meet job expectations and pass all performance metrics in his/her current unit. Recent performance rating must be at least "Effective"

Required Skills:

• Computer Literate
• HR Policies Knowledge
• Client Relationship Management
• International Business and Multicultural Skills

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 .