Senior Investment Operations Analyst

Job Description:

• Accurately handle increasingly complex client service requests at initial point of contact utilizing multiple administrative systems within the defined service standards

• Take a proactive role in identifying and reporting areas of continuing client concern (trends) and make recommendation to help develop and implement strategies to resolve the issues in order to improve the service experience.

• Identify and escalate exceptions with recommendations to appropriate resource

• Support of escalated cases as assigned and able to work effectively with business partners and leaders to resolve issues

• Identify opportunities and make recommendations to improve operational process and practices.

• Responsible for contributing to a strong collaborative team and building customer working relationships while providing excellent customer service.

• Keep current with company policies, procedures and maintain processing knowledge

• Expectation of measures around accuracy and service excellence are met

Job Requirements:

• Ability to Deal with unclear/unfamiliar expectations from clients with confidence

• Manage time effectively within a high volume and structured work environment with conflicting priorities

• Managing difficult calls while positivity representing Manulife

• Dealing with multiple cases simultaneously in a timely manner

• Maintaining processing expertise, broad knowledge and keeping current with our systems and products in our rapidly changing environment

• Adhering to Quality & Productivity benchmarks and expectations where applicable

Educational Background:

At least 4 years in college / College Graduate of Business or Finance related course

Work Experience:

2 years related experience in processing Investment or other financial products with Outbound Customer Service Skills

Technical/Functional Competencies:

• Excellent Math skills
• Excellent Phone skills to speak directly with Customers and Advisors (English)
• P/C Microsoft
• Prior experience with AWD, VAPS and/or APV

Core Competencies:

• Customer service focus and skills with the ability to build positive relationships between customer/company, and represent Manulife’s best interests.

• Commitment to achieving high levels of service excellence and ability to work independently or within a team and with minimal direction

• Strong communications skills (verbal and written) in English

• Analytical and problem solving skills assuming responsibility and taking ownership until resolution

• Sound knowledge of our business policies, procedures and concepts

• Organizational/prioritization skills to be able to work in a multitasking environment

• attention to detail