Senior Voice Support Specialist

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

**Working Arrangement**

Hybrid

The role is to support CCaaS technologies and telecom services used by all Asia markets. Daily functions include but not limited to working with Operations team and users to fulfil their requests. It can be setting the correct telephony function to changing call flow of a IVR hotline. Experience on developing call flows on Amazon Connect platform will be important to the role.

**How will you create impact?**

Working with various Operations teams in the region and help them to modify their IVR hotline quickly is a key measurement of success in this role.

**What motivates you?**
- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up. You share your humanity, helping us build a diverse and inclusive work environment for everyone.

**What we are looking for**
- **Knowledge/Skills/Competencies/Education**:

- A degree in Computer Science, Engineering, or similar technical discipline.
- At least 4-5 years’ experience in cloud based Voice Platform, with at least 2 years on Amazon Connect platform.
- A demonstrated track record of managing and supporting cloud based CCaaS solution.
- Experience with coding with AWS lambda.
- Comfortable in operating across geographies and with teams of varying maturity.
- Demonstrated interpersonal and communication skills. Tact and clear verbal and written communication skills are necessary to facilitate solutions and resolve problems.
- Strong influence, negotiation and change management skills
- Strong analytical and innovative problem-solving skills with the proven ability to exercise flexibility and judgment in assessing business issues and risks in a dynamic environment.

**Desired Skills**
- Insurance Industry experience will be plus but not mandatory.
- AWS Amazon Connect solution experience
- Bachelor degree in Engineering, Computer Science and Information Technology preferred
- **General Skills**

Good communication skill both in written and oral English

**What can we offer you?**
- A competitive salary and benefits packages.
- A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
- A focus on growing your career path with us.
- Flexible work policies and strong work-life balance. Professional development and leadership opportunities.

**Our commitment to you**
- Values-first culture
We lead with our Values every day and bring them to life together.
- Boundless opportunity
We create opportunities to learn and grow at every stage of your career.
- Continuous innovation
We invite you to help redefine the future of financial services.
- Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives.
- Championing Corporate Citizenship
We build a business that benefits all stakeholders and has a positive social and environmental impact.

**About Manulife and John Hancock**

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

**Manulife is an Equal Opportunity Employer