Summary:
The Bilingual Field Technology Consultant supports independent financial advisors as a trusted advisor-facing resource for escalated technology issues, guidance on Manulife technologies, and coordination with internal support teams. The role helps advisors navigate technology challenges, use Manulife tools and services effectively, and operate in alignment with Manulife technology standards. This primarily reactive role also provides practical guidance on cybersecurity, data management, and emerging technologies. Support is delivered in English and French across the Eastern region, including Quebec and Atlantic Canada, with additional support for the growing corporate branch model as needed.
Position Responsibilities:
• Support advisors with escalated technology issues by assessing situations, coordinating the appropriate internal support, and guiding issues through resolution.
• Provide direct assistance for technology issues that can be resolved within the role's scope and capability.
• Act as a liaison between advisors and internal support teams to move issues forward, reduce business disruption, and 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 and develop advisor-facing job aids and guidance materials for users with varying levels of technical comfort.
• Provide practical guidance on Manulife technology standards, cybersecurity, data handling, technology risk, and the evaluation of technology products and services without recommending non-approved vendors or external solutions.
• Support new advisors and transitioning practices with technology setup, access, and readiness activities in coordination with internal partners.
• Contribute to technology-related business changes, including branch openings, relocations, renovations, and similar activities, as a secondary responsibility.
Required Qualifications:
• 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. English: The successful candidate will be required to communicate in English and French to support clients from various provinces outside of Québec.
• Willingness and ability to travel within the Eastern region as required.
Preferred Qualifications:
• 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.
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.
Referenced Salary Location
CAN, Quebec - Full Time Remote
Working Arrangement
Remote
Salary range is expected to be between
$88,800.00 CAD - $138,800.00 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 [redacted] 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 [redacted] for more information about U.S.-specific paid time off provisions.
