Bilingual Field Technology Consultant

Job Description:

  • 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:

  • 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:

  • 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
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