Manulife
Manulife
Manulife is a multinational Canadian financial services company operating across insurance and finance. Its offerings include life and health protection, retirement planning, and investment solutions, with John Hancock serving as a major U.S. brand. The company combines its global operations with a focus on digital innovation, artificial intelligence, sustainability, and inclusive growth. Its worldwide careers presence supports opportunities across the teams that develop financial products, serve customers, and advance these strategic priorities.

Bilingual Field Technology Consultant (Remote, Canada)

Support Manulife financial advisors across Eastern Canada with escalated IT issues, Microsoft 365, cybersecurity, and technology adoption in English and French.

Description

  • Assess and resolve escalated technology issues for independent financial advisors by coordinating support and guiding cases to closure
  • Provide direct technical assistance for issues within the role’s scope and capabilities
  • Coordinate between advisors and internal support teams to speed resolution, limit business disruption, and surface recurring concerns
  • Help advisors adopt and use Manulife technologies, services, approved workflows, and support resources effectively
  • Deliver individualized coaching and create job aids and guidance materials for advisors
  • Advise on technology standards, cybersecurity, data handling, technology risk, and technology product and service evaluations
  • Assist new advisors and transitioning practices with technology setup, access, and readiness
  • Contribute technology support to business changes such as branch openings, relocations, and renovations
  • Support advisors in English and French throughout Eastern Canada, including Quebec and Atlantic Canada, and assist the corporate branch model when needed

Requirements

  • At least five years of experience in technology support, advisor support, field support, or a comparable client-facing IT role
  • Strong knowledge of end-user technology environments, including devices, peripherals, Microsoft 365, connectivity fundamentals, and common business technology issues
  • Experience evaluating issues, triaging support needs, and coordinating resolutions across multiple teams
  • Strong practical knowledge of Microsoft 365 and related collaboration and productivity tools
  • Ability to explain technical concepts clearly to nontechnical users in English and French
  • Post-secondary education in a related discipline or equivalent practical experience
  • Written and spoken fluency in English and French
  • Willingness and ability to travel within the Eastern region as needed
  • Experience in financial services or supporting independent financial advisors preferred
  • Strong customer service orientation preferred
  • Sound judgment when selecting resolution paths and involving internal specialists preferred
  • Highly organized and responsive, with the ability to manage competing priorities preferred
  • Ability to balance advisor support with relevant policies, technology standards, and risk considerations preferred

Benefits

  • Incentive programs and compensation linked to business and individual performance
  • Health coverage
  • Dental coverage
  • Mental health coverage
  • Vision coverage
  • Short- and long-term disability insurance
  • Life and AD&D insurance
  • Adoption and surrogacy benefits
  • Wellness benefits
  • Employee and family assistance programs
  • Retirement savings plans
  • Pension
  • Global share ownership plan with employer matching contributions
  • Financial education and counseling resources
  • Paid holidays, vacation, personal days, and sick days
  • Statutory leaves of absence
  • Flexible environment supporting well-being and inclusion
  • Learning and career development opportunities

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