Digital Desk Specialist

Overview

Digital Desk Specialist Jobs in Toronto, Canada at Manulife

Position: Digital Desk Specialist )

The Distributor Relations & Learning team is looking for an agile individual to act as a centralized point of contact for our advisors, marketing assistants, back‑office support staff, and end customers. The Digital Desk Specialist will join a team that supports advisors, back‑office staff, and end customers, with a primary focus on enabling advisors and operational teams through effective use of our insurance and investment digital tools.

Position

Responsibilities

• Promote and influence the use of E‑Business Solutions in the insurance and investment space.
• Support advisors and back‑office staff in effectively utilizing insurance and investment digital tools to drive adoption and efficiency.
• Provide support to Manulife policy holders through cross‑trained responsibilities as a Vitality Concierge, assisting with inquiries and navigation of the Vitality Program.
• Promote learning and build user confidence through problem solving and education while building and maintaining robust relationships with the distribution network.
• Acknowledge, manage, and respond to each request with the highest level of priority.
• Consistently provide exceptional service by demonstrating professionalism, empathy, and active listening to both internal and external customers.
• Support, develop, and maintain strong collaboration with business units.
• Identify opportunities to improve operational processes and influence decisions by making recommendations to enhance the advisor and customer experience.
• Use sound judgement and risk assessment when recommending exceptions outside of general practices.
• Demonstrate cutting‑edge thinking, challenge cumbersome processes, and promote change to improve experiences.
• Contribute to both distributor support and end‑customer engagement, ensuring seamless service delivery across multiple channels.
• Intake and ensure all distributor and customer interactions are managed immediately with professionalism, sensitivity, courtesy, and accuracy, within Manulife policies.
• Work autonomously and demonstrate ownership when assessing risk related to complex issues.
• Analyze complex situations and investigate using expert problem‑solving skills, engaging internal teams where required.
• Provide support across multiple audiences, including advisors, back‑office staff, and policy holders.
• Deliver concierge‑level support for the Vitality Program, assisting customers with program navigation, inquiries, and engagement.
• Identify and report systemic issues and root causes contributing to knowledge gaps and partner with internal teams on solutions.
• Use sound judgement and risk assessment when triaging calls.
• Express the voice of users and leverage insights to improve learning experiences.
• Influence decisions and drive change to improve tools, processes, and user experience.
• Organize, prioritize, and meet aggressive deadlines, occasionally outside regular hours.
• Stay current with changes in tools, technology, and company policies across insurance and investment products.
• Share knowledge with team members and actively participate in team initiatives.
• Build strong collaboration across stakeholders including Learning & Development, New Business, DTSC, Sales, Contact Centre, and Customer Experience teams.
• Support value streams focused on growth, adoption, and user confidence.

Required Qualifications

• Post‑secondary education with relevant experience or equivalent industry experience in insurance or financial services.
• Minimum 2 years of experience in a customer support or advisor support role.
• Experience supporting digital tools, platforms, or customer programs (experience with wellness programs like Vitality is an asset).
• Strong technical knowledge and aptitude.

Preferred Qualifications

• Strong empathy and active listening skills across both advisor and customer interactions.
• Comfortable communicating with advisors, back‑office staff, and policy holders.
• Ability to explain digital tools and programs (including Vitality) clearly and confidently.
• Maintain procedural expertise while adapting to a rapidly changing setting.
• Quick problem identification and effective solution delivery.
• Strong communication skills with clarity and confidence.
• Professionalism…

Title: Digital Desk Specialist

Company: Manulife

Location: Toronto, Canada

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