HR Analyst

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

The opportunity

This role is primarily accountable for managing and resolving client service requests for Human Resources basic support to employees via a variety of channel (phone, email and online chat) as defined in the department training plan within the defined service standards. The role will service employees in Greater China.

Responsibilities

• Accurately handle routine client service requests at initial point of contact utilizing administrative systems
• Take a proactive role in identifying and reporting areas of continuing client concern(trends)
• Identify and escalate exceptions with recommendations to appropriate resource
• Educate employees at every opportunity on rationale behind policies and Manulife's HR self-service tools such as Workday
• Responsible for participating in a strong collaborative team and building customer working relationships while providing excellent customer service
• Keep current with company policies, procedures and maintaining processing knowledge
• Expectation of measures around accuracy and service excellence are met
• Liaise with other teams to resolve employee issues, if necessary

What motivates you

• You obsess about customers, listen, engage and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

• College graduate
• Customer service focus and skills with the ability to build positive relationships between customer/company, and represent Manulife's best interests.
• Commitment to achieving high levels of service excellence and ability to work independently or within a team and with direction
• Excellent communications skills (verbal and written) in English, Cantonese and Mandarin
• Analytical and problem solving skills
• Working knowledge of Customer Services policies, procedures and concepts
• Organizational/prioritization skills to be able to work in a multitasking environment
• Attention to detail
• Bi-lingual (Cantonese and English) or Multi-Lingual (Cantonese, Mandarin and English)
• Resourceful - able to source out information and have basic research skills

What can we offer you

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture
  We lead with our Values every day and bring them to life together.
• Boundless opportunity
  We create opportunities to learn and grow at every stage of your career.
• Continuous innovation
  We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion
  We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship
  We build a business that benefits all stakeholders and has a positive social and environmental impact.

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 Hanc ock 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