Description:
At Manulife, we put customers first. As a Sales Desk Specialist in Relationship Management, you’ll serve as the central point of contact for the Guaranteed Wealth Solutions Sales team, handling advisor and distributor inquiries and follow-ups across Canada.
You’ll act as a subject matter expert, cross-trained in our suite of investment products, and collaborate with internal teams to resolve complex issues quickly and accurately. This role supports sales strategies by removing service burdens from wholesalers, enabling them to focus on new business.
Success requires strong communication skills, critical thinking, and the ability to work independently while building relationships. You’ll also share insights to improve service experiences and mentor new team members, demonstrating deep knowledge of the insurance sector and distributor business models.
The Sales Desk Specialist will also act as a mentor to new and developing team members by demonstrating strong knowledge of the insurance sector, along with an understanding of distributors and their unique business models.
Position Responsibilities
- Ensure all distributor interactions, escalations, follow ups, rush requests are managed immediately with professionalism, sensitivity, courtesy, and accuracy, and within Manulife terms and policies by the appropriate teams
- Work with autonomy and demonstrate ownership to assess risk regarding issues and provide recommendations.
- Analyze situations and investigate complaints utilizing expert problem-solving skills to find appropriate and effective resolutions.
- Identify and report systemic issues and root causes triggering complaints and work with internal business partners to find solutions.
- Influence decisions by making recommendations and drive changes in the organization to fix or improve processes that will enhance distributor and customer experience.
- Support, develop, and maintain strong, collaborative relationships with all business units.
- Use sound judgement and risk assessment when recommending exceptions outside general practices or guidelines (with Business Units where applicable).
- Organize, prioritize, and commit to aggressive deadlines, often working outside of normal working hours.
- “Think Big” and demonstrate “outside the box” thinking to challenge cumbersome processes.
- Work collaboratively with all stakeholders and provide support to the leadership team as required.
- Stay current with company policies, share information and knowledge with other team members, and participate in team meetings, discussions, and other activities required to support the team and improve the quality and reputation of our operation
- Stay current with the sales strategies to support the sales team with business retention so that they can focus on bringing in new business
- Develop and maintain strong collaboration with all stakeholders; TREP, contact centre, and operation teams to facilitate full resolution for our sales team and their important distributors
- Engage with the Complaints Office when need arises
Required Qualifications
- Post-secondary education with 5+ years of experience in the insurance/finance sector
Preferred Qualifications
- Relevant industry education/designations for the business area/product line
- Bilingual (English/French) considered an asset
- Proven experience in insurance
- Strong technical capabilities and product knowledge
- Excellent understanding of sales channels, processes, and advisor relationships
- Exceptional analytical and problem-solving skills; ability to quickly identify and resolve issues
- High level of customer service with professionalism and empathy
- Strong verbal and written communication skills; able to communicate solutions clearly and confidently
- Ability to manage advisor inquiries and complaints calmly under pressure
- Exceptional attention to detail and organizational skills; able to multi-task and prioritize effectively
- Demonstrated flexibility and adaptability in a rapidly changing environment
- Ability to work independently and collaboratively across various levels of the organization
- Commitment to meeting service excellence standards within tight deadlines
- Ability to conduct trend analysis and report findings
- Experience mentoring team members and acting as a subject matter expert