Sales Desk Specialist – Guaranteed Wealth Solution

At Manulife, we put customers first. As a Sales Desk Specialist in Relationship Management, you’ll serve as the central point of contact for the Guaranteed Wealth Solutions Sales team, handling advisor and distributor inquiries and follow-ups across Canada.

You’ll act as a subject matter expert, cross-trained in our suite of investment products, and collaborate with internal teams to resolve complex issues quickly and accurately. This role supports sales strategies by removing service burdens from wholesalers, enabling them to focus on new business.

Success requires strong communication skills, critical thinking, and the ability to work independently while building relationships. You’ll also share insights to improve service experiences and mentor new team members, demonstrating deep knowledge of the insurance sector and distributor business models.

The Sales Desk Specialist will also act as a mentor to new and developing team members by demonstrating strong knowledge of the insurance sector, along with an understanding of distributors and their unique business models.

Position Responsibilities:

• Ensure all distributor interactions, escalations, follow ups, rush requests are managed immediately with professionalism, sensitivity, courtesy, and accuracy, and within Manulife terms and policies by the appropriate teams

• Work with autonomy and demonstrate ownership to assess risk regarding issues and provide recommendations.

• Analyze situations and investigate complaints utilizing expert problem-solving skills to find appropriate and effective resolutions.

• Identify and report systemic issues and root causes triggering complaints and work with internal business partners to find solutions.

• Influence decisions by making recommendations and drive changes in the organization to fix or improve processes that will enhance distributor and customer experience.

• Support, develop, and maintain strong, collaborative relationships with all business units.

• Use sound judgement and risk assessment when recommending exceptions outside general practices or guidelines (with Business Units where applicable).

• Organize, prioritize, and commit to aggressive deadlines, often working outside of normal working hours.

• “Think Big” and demonstrate “outside the box” thinking to challenge cumbersome processes.

• Work collaboratively with all stakeholders and provide support to the leadership team as required.

• Stay current with company policies, share information and knowledge with other team members, and participate in team meetings, discussions, and other activities required to support the team and improve the quality and reputation of our operation

• Stay current with the sales strategies to support the sales team with business retention so that they can focus on bringing in new business

• Develop and maintain strong collaboration with all stakeholders; TREP, contact centre, and operation teams to facilitate full resolution for our sales team and their important distributors

• Engage with the Complaints Office when need arises

Required Qualifications:

• Post-secondary education with 5+ years of experience in the insurance/finance sector

Preferred Qualifications:

• Relevant industry education/designations for the business area/product line

• Bilingual (English/French) considered an asset

• Proven experience in insurance

• Strong technical capabilities and product knowledge

• Excellent understanding of sales channels, processes, and advisor relationships

• Exceptional analytical and problem-solving skills; ability to quickly identify and resolve issues

• High level of customer service with professionalism and empathy

• Strong verbal and written communication skills; able to communicate solutions clearly and confidently

• Ability to manage advisor inquiries and complaints calmly under pressure

• Exceptional attention to detail and organizational skills; able to multi-task and prioritize effectively

• Demonstrated flexibility and adaptability in a rapidly changing environment

• Ability to work independently and collaboratively across various levels of the organization

• Commitment to meeting service excellence standards within tight deadlines

• Ability to conduct trend analysis and report findings

• Experience mentoring team members and acting as a subject matter expert

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.

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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 [email protected].

Referenced Salary Location

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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 [email protected] for more information about U.S.-specific paid time off provisions.