Service Relationship Specialist

Manulife

Service Relationship Specialist supporting Manulife’s Group Benefits clients, advisors, and partners. Delivering client reporting, presentations, product education, and service solutions.

Posted 9/4/2026full-timeVancouver • 🇨🇦 CanadaMid-LevelSenior💰 CA$62,850 - CA$104,750 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Group Benefits products and services, with strong analytical and presentation skills to effectively communicate with clients and stakeholders. Proven ability to build and maintain relationships while managing complex inquiries and delivering superior service.

Highest-signal resume keywords

Group Benefits ExpertiseClient Relationship ManagementPresentation SkillsAnalytical SkillsMicrosoft Office Proficiency

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Group Benefits ProductsWeb AnalyticsUnderwriting ConceptsData AnalysisPresentation Creation

Soft Skills

Communication SkillsProblem-Solving AbilityInitiativeTeam CollaborationExpectation Management

Tools & Technologies

Microsoft ExcelMicrosoft PowerPointSeismic ToolsWeb Analytics Platforms

Certifications & Qualifications

GBA Designation

Industry Keywords

Mid-Market ClientsCorporate ClientsPlan AdvisorsPlan SponsorsCustomer Experience

About the role

Key responsibilities & impact

Represent Manulife externally with existing and potential Mid-Market and Corporate clients, Advisor Firms, and Partners
Work alongside Account Executives to support distribution partners and deliver value-added benefits and superior service
Support acquisition of new business through finalist presentations, short-list presentations, implementation meetings, and ongoing meetings
Serve as a liaison and subject-matter expert for internal partners acquiring new business
Respond to benefit plan inquiries and resolve escalated and complex inquiries
Resolve and negotiate service escalations to successful outcomes
Initiate amendment requests and obtain outstanding requirements to meet deadlines and effective dates
Collaborate with Customer Experience/Operations teams to share information and identify issues with online customers
Facilitate meetings with Plan Advisors/Consultants, Plan Sponsors, and internal teams
Undertake special projects and research assignments for client needs
Build and maintain relationships with existing and potential partners
Understand Group Benefits plan designs and advisor/consultant requirements
Prepare, analyze, interpret, and generate client reports using web analytics and reporting tools
Provide expertise on Manulife’s digital group benefits experience across web, mobile, and voice
Support adoption of digital tools among plan members and report on digital uptake and usage
Promote and sell products and services based on client needs and business objectives
Identify client needs, support retention, and recommend plan design, service options, technology solutions, and administration needs
Apply legislative and privacy guidelines in client meetings
Deliver employee-group presentations for enrollment and Group Benefits introductions, in person or remotely
Train and educate plan administrators on effective plan administration
Lead customer workshops and training on product updates and new features
Maintain regular direct contact with clients and advisors and proactively plan meetings
Learn, present, and educate clients on new Group Benefits products, services, and legislative initiatives
Create presentations using Seismic Tools
Coach and support new Service Relationship Specialists through job shadowing and the buddy system
Collaborate with Account Executives and other Service Relationship Specialists

Requirements

What you’ll need

Minimum three to five years of work experience in Group Benefits
In-depth knowledge and understanding of Group Benefits products and services
Experience building and strengthening client and consultant/advisor relationships
Ability to take initiative, self-manage, and display integrity
GBA designation or working towards the designation is an asset
Good knowledge of underwriting concepts
Strong technical and analytical skills using Microsoft Office, Excel, PowerPoint, and web analytics platforms
Excellent presentation skills and ability to influence decision makers
Strong customer-facing, expectation management, communication, and information management skills
Ability to work independently and in a team setting
Innovative thinking and results- and quality-driven approach
Outstanding analytical, strategic, and problem-solving ability
Ability to manage relationships with individuals at different organizational levels and meet multiple timelines
Capability to determine sensitive client needs or issues
Must have a valid driver’s license and personal automobile

Benefits

Comp & perks

Incentive programs and incentive compensation tied to business and individual performance
Health insurance
Dental insurance
Mental health benefits
Vision insurance
Short- and long-term disability insurance
Life and AD&D insurance coverage
Adoption/surrogacy benefits
Wellness benefits
Employee/family assistance plans
Retirement savings plans, including pension
Global share ownership plan with employer matching contributions
Financial education and counseling resources
Paid holidays, vacation, personal, and sick days
Statutory leaves of absence
Flexible environment supporting well-being and inclusion
Learning and career growth support