HR Contact Centre Representative

Overview

The HR Contact Centre Representative is primarily responsible in providing professional service to external/internal customers contacting Manulife AsKHR either via call or written cases through MFCentral AskHR Portal. HR Contact Centre Representative supports general inquiries on HR policies, HR systems, Payroll & Compensation, Learning Programs, Performance Management, Recruitment, and other HR processes.

Position Responsibilities

• Handle employee questions and requests received via call, email, or written cases efficiently and accurately
• Strive to achieve first call/contact resolution in all interaction
• Educate employees at every opportunity on rationale behind Manulife’s Policies and HR self-service tools (e.g. Workday)
• Document and track significant caller discussions for future reference
• Own each AskHR cases and resolve or negotiate “win-win” solutions on behalf of HR/Manulife
• Take a proactive role in identifying and reporting areas of continuing client concern (AskHR inquiry trends)
• Identify and escalate exceptions with recommendations to appropriate resource
• Participate in a strong collaborative team that aims to providing excellent customer service
• Keep current with company policies and procedures to provide accurate employee advice
• Liaise with HR Partners or HR Operations Tier 1B to resolve employee concerns if necessary

Required Qualifications

• Graduate of any Bachelor’s Degree, HR related course is an advantage
• With at least 1-2 years of previous related work experience in HR or call center industry
• Ability to converse effectively using the English language
• Ability to compose grammatically correct, clear, and concise paragraph/emails
• Ability to multi-task and navigate multiple applications at the same time
• Ability to support employees working in night shift
• Must be computer literate and have strong client relationship management skills
• Must have knowledge in HR Policies
• For internal applicants, must have at least one-year tenure in their current position. They must also meet job expectations and pass all performance metrics in his/her current unit.

Preferred Qualifications

• Previous experience in Workday or Salesforce is an advantage

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.

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 our website.

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

Working Arrangement

Hybrid

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