Service Associate, Level 3 – Global High Net Worth (Takaful Product)

This role is accountable for delivering high-quality customer service to firms supporting Global High Net Worth (GHNW) clients. The successful candidate will leverage advanced knowledge of products, systems, and operational processes to research and resolve complex issues that fall outside standard procedures. This position plays a key role in supporting advisors, partners, and clients by providing timely, accurate service while contributing to operational excellence and team effectiveness. In addition, the role provides support to Team Leaders and helps drive continuous improvement initiatives that enhance the client experience.

Position Responsibilities

• Deliver high-quality, timely service to clients, advisors, and partners within Global High Net Worth (HNW) portfolios.

• Handle complex inquiries related to policy servicing, transactions, product features, and application status with accuracy and professionalism.

• Investigate and resolve escalated or non-standard issues.

• Take full ownership of cases and follow through to resolution.

• Collaborate with internal stakeholders to ensure a seamless client experience.

• Support the launch and service of the Takaful product.

• Utilize multiple systems and tools effectively to manage client servicing activities.

• Identify process improvement opportunities and contribute to operational excellence.

• Support quality assurance activities.

• Contribute to team effectiveness and training initiatives.

• Provide operational support to leadership and Team Leaders as required.

Required Qualifications

• 2-4 years of customer service or financial services experience.

• Fluency in Arabic (speaking, reading, and writing).

• Strong analytical and problem-solving skills.

• Excellent collaboration and communication skills.

• Ability to manage multiple priorities in an evolving environment.

• Advanced customer service expertise.

• Strong knowledge of operational processes.

• High degree of accountability and ownership.

• Understanding of insurance products.

Preferred Qualifications

• Post-secondary education preferred.

• GHNW or international experience is an asset.

• Shariah banking and insurance knowledge is an asset.

• Experience with Manulife systems is an asset.

• Proficiency in Salesforce and VPAS1 is an asset.

• Experience supporting complex policy servicing and operational processes.

• Demonstrated ability to identify and implement process improvements.

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.

The role being advertised is an existing vacancy.

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 hr@manulife.com.

Referenced Salary Location

Toronto, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$55,125.00 CAD - $91,875.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact hr@manulife.com for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.