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Tech Stack
Tools & technologiesCyber Security
About the role
Key responsibilities & impact- Support advisors with escalated technology issues by assessing situations, coordinating internal support, and guiding issues through resolution
- Provide direct assistance for technology issues within the role’s scope and capability
- Act as a liaison between advisors and internal support teams
- Communicate recurring advisor pain points
- Help advisors understand, adopt, and effectively use Manulife technologies, services, approved workflows, and support resources
- Deliver tailored 1:1 coaching
- Develop advisor-facing job aids and guidance materials
- Provide guidance on technology standards, cybersecurity, data handling, technology risk, and technology products and services
- Support new advisors and transitioning practices with technology setup, access, and readiness activities
- Contribute to technology-related business changes, including branch openings, relocations, and renovations
- Support clients in English and French across Quebec and Atlantic Canada, with additional support for the corporate branch model as needed
Requirements
What you’ll need- 5+ years of experience in technology support, advisor support, field support, or a similar client-facing IT role
- Strong understanding of end-user technology environments, including devices, peripherals, Microsoft 365 tools, connectivity basics, and common business technology challenges
- Experience assessing issues, triaging support needs, and coordinating resolution across multiple teams
- Strong working knowledge of Microsoft 365 and related collaboration and productivity tools
- Ability to explain technical concepts clearly to non-technical users in both English and French
- Post-secondary education in a related field or equivalent practical experience
- Bilingual proficiency in English and French, written and spoken
- Willingness and ability to travel within the Eastern region as required
- Experience in financial services or supporting independent financial advisors
- Strong customer service mindset with the ability to build trust and credibility with advisors
- Sound judgment in identifying the appropriate path for issue resolution and engaging internal experts
- Highly organized and responsive, with the ability to manage multiple priorities in a primarily reactive environment
- Ability to balance advisor support with applicable policies, technology standards, and risk considerations
Benefits
Comp & perks- Flexible environment supporting well-being and inclusion
- Health insurance
- Dental insurance
- Mental health benefits
- Vision insurance
- Short- and long-term disability insurance
- Life and AD&D insurance
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans
- Pension
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays, vacation, personal, and sick days
- Statutory leaves of absence
- Incentive programs and incentive compensation tied to business and individual performance