Manulife

Manulife

**Senior Customer Service Representative - Customer Call Centre** The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Senior Customer Service Representatives with the resources to solve critical problems for the future of our business, which is why we need you. **Position Responsibilities:** • Handle enquiries and requests for group medical, individual financial and wealth management products from customers • Manage and resolve customer queries and requests via phone and email with professional and tactful customer service skills • Provide support to management and recommend productivity/service improvements • Ensure accuracy and compliance of all requests are completed to high quality standards • Support ad-hoc tasks to achieve desired business objectives **Required Qualifications:** • 3+ years of customer service experience preferred (fresh graduates will also be considered) • HKDSE/HKCEE/diploma qualification required • IIQE 1,3,5 certification preferred • Previous call centre/service centre experience preferred • Experience with individual financial products, life insurance, group life and medical insurance, or wealth management products preferred • Excellent telephone manner with strong interpersonal skills • Mature and pleasant personality • Self-motivated with ability to work independently • Excellent service attitude and commitment to customer follow-through • Strong adherence to quality standards • Fast and accurate typing skills (45+ wpm) and proficiency in Word/Excel • Excellent communication skills in English and Chinese, both written and spoken **What We Offer:** 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** Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. **Working Arrangement:** Hybrid Manulife is an Equal Opportunity Employer committed to diversity and inclusion. We strive to attract, develop and retain a workforce that reflects the diversity of our customers and foster an inclusive work environment. We are committed to fair recruitment, retention, advancement and compensation without discrimination based on race, ancestry, place of origin, colour, ethnic origin, citizenship, religion, creed, sex, sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law. We prioritize removing barriers to provide equal access to employment and will work with applicants who request reasonable accommodations during the application process.

Manulife

**Senior Customer Service Representative** The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in empowering our Senior Customer Service Representatives with the resources to solve critical problems for the future of our business. **Position Responsibilities:** • Complete pre-defined volume of outbound calls within service turnaround time while maintaining quality standards • Resolve customer requests within standard response times and gather necessary information to support problem resolution, including escalation to management when appropriate • Collaborate with cross-functional teams to ensure timely resolution of customer requests and issues • Maintain accurate records of requests and resolutions, ensuring assigned tasks are completed within standard service time with high quality • Provide management support and recommend productivity/service improvements • Support ad-hoc tasks to achieve desired business results **Required Qualifications:** • 2+ years of customer service experience preferred • HKDSE/HKCEE/diploma qualification required • IIQE 1, 3, 5 certification preferred • Call centre/service centre experience preferred • Experience with Individual Financial Products, MPF, group life and medical insurance, or financial and wealth management products preferred • Excellent telephone manner with strong interpersonal skills • Mature and pleasant personality • Self-motivated with ability to work independently • Outstanding service attitude with commitment to following through on customer promises • Strong adherence to quality standards • Proficiency in MS Word, Excel, and PowerPoint • Excellent written and verbal communication skills in English and Chinese **What We Offer:** • Opportunities to learn and grow your desired career path • Recognition and support in a flexible environment where well-being and inclusion are prioritized • Chance to shape the future as part of our global team **About Manulife** Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. We are committed to creating an inclusive workplace that embraces the strength of diverse cultures and individuals. **Working Arrangement:** Hybrid Manulife is an Equal Opportunity Employer committed to fair recruitment, retention, advancement, and compensation. We provide reasonable accommodations during the application process for applicants who request them.

Manulife

**Customer Service Representative - Employee Benefits** **The Opportunity** Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You've come to the right place. We're looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we'd like to hear from you. The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Customer Service Representatives with the resources to solve critical problems for the future of our business, which is why we need you. **Position Responsibilities:** • Handle enquiries and requests for employee benefits related products (including but not limited to MPF and Group Life and Health) arising from distributors or customers • Handle and resolve customer queries and requests via phone • Ensure accuracy and compliance of all requests to be completed with good quality standards • Support ad-hoc tasks to achieve desired results of business needs **Required Qualifications:** • Prior experience in customer service or call/service centre is a plus, but not required - we will provide training and support to help you succeed • Preferably worked previously in a call centre/service centre environment • Excellent telephone manner with good interpersonal skills • Mature and pleasant personality • Self-motivated and able to work independently • Excellent service attitude and able to follow through on commitments to customers • Adherence to quality standards • Good communication skills in Chinese, both written and spoken **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. **Equal Opportunity Employment** 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. 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. **Working Arrangement:** In Office

Manulife

**Payroll Analyst - International Payroll Services** **Position Summary** Join our International Payroll Services team as a Payroll Analyst, where you'll play a critical role in ensuring accurate and timely payroll processing across multiple countries. You'll audit payroll operations, resolve complex discrepancies, and analyze data to identify trends and anomalies. This position requires deep expertise in multi-jurisdictional payroll laws and regulations, with the ability to thrive in a fast-paced, global environment. Reports directly to the Payroll Manager. **Key Responsibilities** **Payroll Processing (80%)** - Manage accurate and timely payroll processing for Ireland, England, Switzerland, Germany, Dubai, and Bermuda, with potential expansion to additional countries - Audit vendor work and manual payroll edits including new hires, transfers, incentives, deductions, terminations, leaves, and adjustments - Process, reconcile, and audit data received from payroll vendors - Handle transactions from inbound interfaces (Workday, third-party vendors) - Reconcile and remit third-party payments including deductions, pensions, deferred compensation, and mutual funds - Process supplemental and off-cycle payrolls for expatriates, stock compensation, and board of directors - Validate transactions impacting gross-to-net payroll calculations - Review daily PECI integrations between Workday and ADP Celergo, correcting errors as needed - Prepare and upload batch files per system specifications - Support year-end tax reporting processes - Create on-demand checks and EFTs for payroll corrections **Payroll Governance, Audits, and Controls (20%)** - Verify payroll data accuracy and compliance while identifying anomalies - Maintain and update payroll documentation and standard operating procedures - Address and resolve tax notices from various jurisdictions - Research, plan, test, and implement legislative changes in collaboration with vendors - Test system scenarios and resolve complex customer inquiries - Support payroll accounting including journal entries and month-end reconciliations - Recommend and implement process improvements - Respond to escalated payroll inquiries within established service level agreements - Collaborate with HR teams, vendors, and internal stakeholders to resolve payroll issues - Provide expert guidance on complex payroll matters - Participate in training initiatives and contribute to team knowledge sharing **Required Qualifications** - 4-6 years of payroll processing experience - Bachelor's degree in Finance, Accounting, Business Administration, or equivalent experience - Flexibility to work across multiple time zones supporting global payroll operations - Strong analytical and mathematical aptitude - Comprehensive knowledge of payroll processing, tax principles, and wage & hour legislation - Experience with large-scale HR systems (Workday) and major payroll providers (ADP, Ceridian, UKG) - Exposure to complex payroll scenarios including mobile employees, expatriates, and currency conversions - Proficiency with collaboration platforms (Teams, Zoom, WebEx) **Preferred Qualifications** - Advanced Excel skills including pivot tables and complex nested formulas - Demonstrated ability to maintain strict confidentiality with sensitive data - Exceptional organizational and time management capabilities - Meticulous attention to detail with focus on accuracy and efficiency - Strong analytical, problem-solving, and critical thinking abilities - Excellent verbal and written communication skills - Ability to explain complex payroll concepts to employees and government agencies - Proven teamwork skills with ability to work autonomously - Experience training and reviewing colleagues' work - Capability to work independently following established procedures **What We Offer** 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 fundamental values. 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. We are committed to creating an inclusive workplace that embraces the strength of diverse cultures and individuals. **Equal Opportunity Commitment** Manulife is an Equal Opportunity Employer committed to fair recruitment, retention, advancement, and compensation. We administer all practices and programs without discrimination based on race, ancestry, place of origin, color, ethnic origin, citizenship, religion, creed, sex, sexual orientation, genetic characteristics