Experience Solutions Specialist

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We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Job Description

Are you looking for a supportive and collaborative workplace with great benefits and clear career development? You've come to the right place.

Why choose Manulife?

• Competitive Salary packages and performance bonuses
• Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)
• Retirement savings benefit
• Rewarding culture that values wellness and well-being
• Performance Bonus
• Global network of industry experts
• Extensive training resources

Job Description:

The Global HR Employee Experience Design team is all about creating experiences employees love and is focused on understanding the needs of its colleagues and providing solutions that simplify the complex to make lives easier. By enabling personalized, curated experiences in the moments that matter, we help make every day better.

As an Experience Solutions Specialist within the Global HR Employee Experience Team, you are always looking for ways to innovate and improve the Employee Experience, promoting and advocating for our technology. You enjoy constantly learning and applying new advances in technology for the organization that exemplify and uphold our vision and strategy.

Because you are highly technical and end-user focused, you're able to identify problems or risks and develop forward thinking solutions that you can authoritatively explain back to the clients' using visuals and language they can understand. You know when to challenge, when to ask for help or when to go above and beyond for success.

You'll think and act globally while addressing local nuances supporting our technology solutions. You will collaborate and build partnerships across HR as well as with Group Functions Technology (GFT), Compliance, Finance, and other areas of the business.

Have the skills and knowledge for the job? Learn more about the opening below

Key Responsibilities:

• Support and deliver high volume, time-sensitive Tier II HR case from our clients in alignment with our SLAs
• Partner with key stakeholders to deliver on cyclical activities (Vendor Releases, Audits, etc), supporting improvements and problem solving related to the processes
• Serve as a subject matter expert, supporting the maintenance, audit, and security within our HR technology (including mass loads, cyclical audits, data integrity activities, security access, escalated transaction support, etc.)
• Act as technical support to troubleshoot escalated technical issues; diagnose errors and integration failures across various HR systems
• Perform and understand content of global audits, and recommend new audits required, where applicable to maximize data integrity and provide recommendations
• Identify trends and provide recommendations in support of simplifying and improving processes and procedures to improve effectiveness and enhance service provided to customers and drive data accuracy and global compliance.
• Create and maintain detailed configuration and standard operating procedures (SOPs)
• Balance multiple concurrent projects that require inputs from cross-functional stakeholders while managing expectations and impact on end users
• In a supporting role assist with impact assessments, test scripts writing, regression testing and communication plans
• In a supporting role to manage simple workday configuration tasks not limited to announcements, banners, holiday calendar maintenance, etc.
• Stay current with latest advancements and opportunities within our suite of HR technology
• Will lead initiatives for process improvements for EEX Data Control, and Maintenance team
• May serve as point-of-contact for escalated, time-sensitive concerns

Qualifications:

• 3 + years of Workday system administration experience or similar HRIS system
• Bachelor's degree in human resources, Management Information System, or equivalent work experience
• Experience with Salesforce, Edcast or Cornerstone is asset
• Experience with a large global organization and able to work under tight timelines and prioritize work effectively to deliver successfully
• Proficient in MS Office suite including Excel, PowerPoint, Word
• Demonstrated experience handling highly sensitive and confidential information with discretion and professionalism within data privacy standards
• Workday Security Administration experience is asset
• Experience with JIRA or use and configuration of Salesforce for Case Management or similar applications an asset
• Experience working in agile environment is asset
• Minimum Skills to Hire/Must Haves:
  • Excellent customer service, communication, and relationship-building skills, including assessing needs, building rapport, and managing expectations through open and frequent communication
  • Strong technical acumen, logic, judgment, and decision-making
  • Proven demonstration of initiative and desire to build skills in new areas
  • Solid understanding of data - how to obtain, how to interpret, how to use for analysis, and to help drive decisions
  • Self-starter and works independently most of the time
  • Strong attention to detail and time management skills
  • Exemplify ethics and uphold all data privacy and compliance policies

Let's make every day better together. Learn about our opportunities at JOBS.MANULIFE.COM

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges, and under '945' in Hong Kong.

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 .