Manulife
Financial Services
DigitalDeskSpecialist
“Digital Desk Specialist at Manulife. Skills: Digital tools support, Customer support, Advisor support, Vitality Program support. Promote E-Business Solutions. Support advisor tool utilization”
Industry & Context.
Expert problem-solving; Root cause analysis
What They're Looking For.
Must Have
Post-secondary education or equivalent, 2 years customer support experience, 2 years advisor support experience, Experience supporting digital tools, Technical knowledge and aptitude
Nice to Have
Experience with wellness programs, Empathy and active listening, Explain digital tools clearly, Maintain procedural expertise, Adapt to changing environment, Quick problem identification, Effective solution delivery, Clear and confident communication, Professionalism under pressure, High customer service, Proactive mindset, Multitasking skills, Organization skills, Prioritization skills, Balance multiple support streams
What You'll Do.
Promote E-Business Solutions
Support advisor tool utilization
Support back-office tool utilization
Provide Vitality Concierge support
Assist with Vitality Program inquiries
Assist with Vitality Program navigation
Promote learning and user confidence
Build and maintain relationships
Manage and respond to requests
Provide exceptional service
Support business unit collaboration
Improve operational processes
Make recommendations for enhancement
Assess risk for exceptions
Challenge cumbersome processes
Promote change for experiences
Ensure seamless service delivery
Manage distributor interactions
Manage customer interactions
Assess risk for complex issues
Analyze complex situations
Investigate using problem-solving skills
Engage internal teams
Provide support to advisors
Provide support to back-office staff
Provide support to policy holders
Deliver concierge support
Assist customers with program navigation
Assist customers with inquiries
Assist customers with engagement
Report systemic issues
Partner with internal teams on solutions
Triage calls using judgement
Express voice of users
Leverage insights for learning
Influence decisions for improvement
Drive change for improvement
Organize and prioritize tasks
Meet aggressive deadlines
Stay current with policy changes
Share knowledge with team members
Participate in team initiatives
Build collaboration across stakeholders
Support value streams
How You'll Work.
Team & Collaboration
Business units; Internal teams; Learning & Development; New Business; DTSC; Sales; Contact Centre; Customer Experience
Communication Scope
Explain digital tools
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