Bilingual Policy Specialist, Policy Change

Job Description

The Contract Services Specialist will report to the Section Head, Legacy Products Operations, and will be responsible for processing transactions of varying levels of complexity.

Position Responsibilities:

• Review or process received transactions accurately and in a timely manner.

• Provide excellent service to internal and external clients via email, phone, or mail. Respond to inquiries from internal and external clients after conducting appropriate research and analysis. Determine the best way to resolve issues and process the necessary transactions correctly.

• Collaborate with teams located in various offices to manage changing volumes and meet service standards.

• Demonstrate a positive attitude in finding solutions to problems.

• Contribute to improving service efficiency by suggesting process enhancements.

• Work effectively with other departments within Contract Services.

• Consistently meet or exceed established productivity, quality, and service standards.

• Handle multiple tasks simultaneously and prioritize daily based on workload and urgency.

• Ability to perform a wide range of tasks within the administrative unit.

• Demonstrate flexibility and adaptability in a constantly changing environment.

• Communicate confidently with internal and external clients, plan sponsors, agents, and brokers, both in writing and over the phone, in a courteous and professional manner.

• Regularly take ownership of managing all requests proactively.

Required Qualifications:

• College diploma or equivalent experience

• Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

Preferred Qualifications:

• Strong decision-making and interpersonal skills

• Excellent oral and written communication skills

• Ability to work independently and manage multiple tasks

• Highly organized and detail-oriented

• Adaptability to fast-paced environments

• Strong customer service orientation

• Proactive and self-motivated

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

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About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit

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 .

Referenced Salary Location

Working Arrangement

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact for the salary range for your location.

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 for more information about U.S.-specific paid time off provisions.