Implementation Support Specialist Jobs

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

Le rôle du spécialiste du soutien à la mise en œuvre est de fournir un soutien analytique et de processus pour la mise en œuvre des activités de retraite collective nouvelles et existantes. Le spécialiste du soutien à la mise en œuvre effectuera des tâches de flux de travail " en bon ordre ", gérera les boîtes aux lettres électroniques du groupe et travaillera en étroite collaboration avec les responsables de la mise en œuvre afin d'assurer une mise en œuvre sans faille de tous les projets.
Le poste implique l'établissement et le maintien de partenariats internes et externes qui incluent, mais ne sont pas limités à, des représentants de comptes, des gestionnaires de relations avec les clients et des clients externes.
La présente description de poste ne constitue pas une liste exhaustive des tâches qui incombent à l'employé exerçant cette fonction. Nous nous réservons le droit de modifier les tâches ou d'en attribuer de nouvelles à tout moment, avec ou sans préavis.
Principales Responsabilités

• Assignation à des projets d'amélioration continue sur la base des décisions d'affectation prises par la direction.
• Création et mise à jour de la documentation "Connaître son client".
• Examiner les demandes de détermination d'une OIG ou d'une ONG.
• Évaluer les demandes d'admission pour déterminer le niveau de personnalisation
• Évaluations de la complexité des demandes pour une affectation appropriée
• Gérer le flux de travail de l'AWD et prendre des décisions en fonction de la demande initiale, de l'IGO/NIGO et de l'affectation de la file d'attente.
• Veiller à ce que les bons membres des autres équipes soient impliqués dans la définition du champ d'application et des besoins.
• Reconnaître les projets de premier plan et leur accorder une attention particulière.
• Travailler avec les partenaires internes pour s'assurer que toutes les demandes NIGO sont transférées à IGO en temps voulu.
• Travailler avec les partenaires internes et/ou externes pour s'assurer que le périmètre/les exigences sont documentés et approuvés avant l'affectation d'un responsable de la mise en œuvre.
• Fournir un soutien administratif à tous les responsables de la mise en œuvre au cours des différentes étapes du cycle de vie du projet.
• Fournir à la direction des mesures de données clés sur plusieurs aspects du cycle de vie de la mise en œuvre du projet (exemple : temps écoulé entre la demande de NIGO et l'IGO).
• Création d'applications pour les clients
• Contribuer de manière décisive au succès d'une équipe performante.
• Gérer une boîte de réception de mise en œuvre de groupe en veillant à ce que toutes les communications soient attribuées ou traitées dans le cadre de l'accord de niveau de service défini.
• Diriger et faciliter les réunions avec les clients
• Assurer le suivi des questions en suspens liées aux projets en cours.

Connaissances Et Compétences

• Apprend constamment de ses succès et de ses échecs
• Cherche à être encadré par des experts
• Bonne connaissance des produits Microsoft (Excel, Word, etc.)
• Le bilinguisme est un atout
• Solides compétences en communication orale et écrite et capacité à négocier avec des partenaires internes et externes.
• Connaissance des protocoles d'escalade et des délais
• Contribuer et identifier les domaines d'amélioration
• Souci du détail
• Excellentes compétences interpersonnelles
• Capacité à gérer des charges de travail fluctuantes et des priorités multiples dans le respect des contraintes de temps.
• Bonne capacité d'organisation et de résolution de problèmes
• Excellentes compétences analytiques

Compétences

• Expérience préalable en gestion de projet
• Expérience préalable dans le domaine du service à la clientèle
• Minimum de 5 ans d'expérience professionnelle dans la gestion de comptes.
• La connaissance des régimes de retraite collectifs serait un atout
• Solides compétences en matière de relations avec les clients

_____________________________________________________________________________
The role of Implementation Support Specialist is to provide analytic and process support for the implementation of new and existing group retirement business. The Implementation Support Specialist will perform ‘in good order’ workflow tasks, manage group email boxes and work closely with the Implementation Managers to ensure the seamless implementation of all projects.
The role involves building and maintaining internal and external partnerships which include, but are not limited to, Account Representatives, Client Relationship Managers and external Clients.
This job description does not represent a comprehensive listing of job duties that are required of the employee performing this role. We reserve the right to change duties or assign additional duties at any time with or without notice.
Key Accountabilities

• Ensure the right members of other teams are involved in scope/requirements gathering
• Creation and maintenance of ‘know your client’ documentation
• Assigned to continuous improvement projects based on management decisions of assignment
• Assess intake requests to determine level of customization
• Intake complexity assessments for proper assignment
• Creation of client applications
• Recognize and devote special attention to high profile projects
• Manage a group implementation inbox ensuring all communication is assigned or responded to within the outlined SLA
• Follow up on outstanding items related to any in flight projects
• Provide administrative support to all Implementation Managers through various stages of the project lifecycle
• Working with internal and/or external partners to ensure scope/requirements are documented and signed off prior to an Implementation Manager assignment
• Lead and facilitate client meetings
• AWD workflow management and decision making based on intake request, IGO/NIGO and queue assignment
• A key contributor to the success of a high performing team
• Provide management with key data measurements on several aspects of the project implementation lifecycle (example: elapsed time from NIGO request to IGO)
• Work with internal partners to ensure all NIGO requests are moved to IGO in a timely manner
• Review intake requests for an IGO/NIGO determination

Knowledge And Skills

• Seeks coaching from experts
• Bilingualism an asset
• Contribute to and identify areas for improvement
• Excellent interpersonal skills
• Good knowledge of Microsoft based products (excel, word, etc.)
• Strong verbal and written communication skills with the ability to negotiate with internal and external partners
• Good organizational and problem-solving abilities
• Constantly learns from both successes and failures
• Excellent analytical skills
• Attention to detail
• Ability to handle fluctuating workloads and multiple priorities within time constraints
• Awareness of escalation protocols and timing

Competencies

• Knowledge of Group Pensions would be an asset
• Strong customer facing skills
• Minimum of 5 years of work experience in account management
• Previous experience in project management
• Previous experience in a customer service industry

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 [email protected].
Salary & Benefits
The annual base salary for this role is listed below.
Primary Location
CAN, Quebec, Montreal, 900 Boulevard de Maisonneuve Ouest
Salary range is expected to be between
$49,125.00 CAD - $81,875.00 CAD
If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.
Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [email protected] for more information about U.S.-specific paid time off provisions.