À propos de ce poste Senior HR Contact Centre Representative chez Manulife
We are seeking a service‑oriented HR professional to join as a Senior HR Contact Center Representative. You will serve as a frontline support partner for colleagues. In this role, you will be the first point of contact for HR inquiries, providing clear guidance, resolving cases efficiently, and ensuring a consistent, high‑quality employee experience. You will leverage HR systems and tools to manage inquiries and contribute to ongoing process and service enhancements across the employee lifecycle.
Position Responsibilities
Serve as the first point of contact for colleague HR inquiries across multiple channels, meeting established service level standards
Provide accurate and timely guidance on HR policies, programs, employee lifecycle processes, and systems
Resolve Tier 1 and Tier 1B cases independently, escalating complex, sensitive, or high-risk issues as appropriate
Deliver a consistent, high-quality colleague experience during key employee moments
Utilize HR systems, case management tools, and AI-enabled solutions to research, resolve, and document cases accurately
Set clear expectations on resolution timelines and provide timely follow-up to colleagues
Partner with People Partners and Centers of Expertise (COEs) to ensure end-to-end case resolution
Contribute to knowledge base maintenance by identifying gaps and recommending content updates
Participate in quality monitoring activities and ensure compliance with policies, procedures, and service standards
Identify trends and opportunities for process, service, and experience improvements
Required Qualifications
Bachelor’s Degree preferred
Minimum of 2 years’ experience in HR shared services, contact center, or customer support environment
Strong knowledge of HR processes with the ability to handle confidential information using sound judgment
Excellent verbal and written communication skills with strong problem-solving abilities
Proficient in Microsoft Office and comfortable working across multiple systems and technologies
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 https://www.manulife.com/en/about/our-story.html.
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 [email protected].
Working Arrangement
