Bilingual Field Technology Consultant

🔥 13 hours ago

🇨🇦 Canada – Remote

💵 $88.8k - $138.8k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💬 Bilingual

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Manulife

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1887

🏥 Healthcare

💸 Finance

🛡️ Insurance

💰 $1.2G Post-IPO Debt on 2023-03

Healthcare • Finance • Insurance

Manulife is a leading international financial services group based in Canada, offering a range of insurance and wealth management products to customers across North America, Asia, and Europe. The company is dedicated to helping people with their financial and healthcare needs through innovative solutions in insurance, investment, and retirement planning. Manulife is notable for its commitment to sustainability, diversity, equity, and inclusion. It has been recognized as one of Canada’s Top 100 Employers, demonstrating its dedication to creating a supportive and diverse workplace. With operations spanning numerous countries, Manulife is committed to delivering strong financial performance and customer satisfaction.

📋 Description

• Support advisors with escalated technology issues by assessing situations, coordinating appropriate internal support, and guiding issues through resolution • Provide direct assistance for technology issues within the role’s scope and capability • Act as liaison between advisors and internal support teams • Communicate recurring advisor pain points and help reduce business disruption • Help advisors understand, adopt, and effectively use Manulife technologies, services, approved workflows, and support resources • Deliver tailored one-to-one coaching • Develop advisor-facing job aids and guidance materials for users with varying technical comfort • Provide guidance on Manulife technology standards, cybersecurity, data handling, technology risk, and evaluation of technology products and services • Support new advisors and transitioning practices with technology setup, access, and readiness activities • Contribute to technology-related business changes, including branch openings, relocations, and renovations • Support advisors in English and French across the Eastern region, including Quebec and Atlantic Canada • Provide additional support for the growing corporate branch model as needed

🎯 Requirements

• 5+ years of experience in technology support, advisor support, field support, or a similar client-facing IT role • Strong understanding of end-user technology environments, including devices, peripherals, Microsoft 365 tools, connectivity basics, and common business technology challenges • Experience assessing issues, triaging support needs, and coordinating resolution across multiple teams • Strong working knowledge of Microsoft 365 and related collaboration and productivity tools • Ability to explain technical concepts clearly to non-technical users in both English and French • Post-secondary education in a related field or equivalent practical experience • Bilingual proficiency in English and French, written and spoken • Ability to communicate in English and French to support clients from various provinces outside Quebec • Willingness and ability to travel within the Eastern region as required • Experience in financial services or supporting independent financial advisors • Strong customer service mindset and ability to build trust and credibility with advisors • Sound judgment in identifying the appropriate path for issue resolution and engaging internal experts • Highly organized and responsive, with ability to manage multiple priorities in a primarily reactive environment • Ability to balance advisor support with applicable policies, technology standards, and risk considerations

🏖️ Benefits

• Flexible environment supporting well-being and inclusion • Health insurance • Dental insurance • Mental health benefits • Vision coverage • 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 • Incentive programs and incentive compensation tied to business and individual performance • Learning and career growth support • Reasonable accommodation during the application process

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