Bilingual Senior Tax Specialist

The Tax Operations team is looking for a seasoned Tax Operations Specialist who thrives in fast-paced environments and possesses strong technical skills and agility. Reporting to the Manager of Tax Operations, you will handle advisor and customer calls related to individual insurance taxation, with varying complexities.

You'll collaborate with tax team members and internal stakeholders, all while building positive relationships with internal and external customers. Our team values empathy and initiative, empowering employees to grow within the company. You'll be motivated to "Think Big," manage high volumes of cases efficiently, and focus on solutions by making sound decisions and applying analytical reasoning to enhance customer experiences and meet service level agreements.

Please note that this position does not qualify towards CPA hours requirements.

Position Responsibilities

• Accurately review and process transactions, including remittances, tax quotes, client inquiries, and reports, ensuring timely completion

• Provide excellent service to internal and external clients by effectively responding to emails, phone calls, and correspondence through thorough research and problem-solving

• Take ownership of inquiries, assess urgency, and resolve issues to prevent processing delays. Routinely demonstrate ownership and accountability of all re‐quests in a proactive rather than reactive manner

• Coordinate year-end tax reporting for Individual Insurance, collaborating with Tax Officers to meet all deadlines and requirements.

• Collaborate with teams across various offices, suggest process improvements, and maintain a positive attitude to enhance service efficiency

• Research and identify problems, contributing to effective solutions

• Communicate confidently and professionally with clients, agents, and brokers, demonstrating ownership and accountability in a proactive manner

Required Qualifications:

• College diploma or equivalent relevant work experience

• Provide exceptional customer service to policyholders, agents, and other collaborators in both French and English languages through outbound calls and emails.

• Respond to customer inquiries, assess issues, and deliver detailed, proactive solutions.

• Strong interpersonal, verbal, and written communication skills.

• Ability to work independently with minimal supervision and as a great teammate

• Demonstrated decision-making skills and the ability to respond constructively to challenges

• Self-starter with excellent initiative, resilience, and adaptability in a fast-paced environment

• Exceptional organizational skills and keen attention to detail, with a focus on excellent customer service

• Multi-task and prioritize daily to maintain workload and to address urgent/rush cases

Preferred Qualifications:

• Proven experience working in a fast-paced customer service environment. A minimum of 3 years of experience in a similar role is preferred.

• Proficient in Excel (ability to do Pivot tables, XLOOKUPs, sorting and handling large amount of data)

• Ability to develop new skillsets and learn new software/system applications quickly

• Consistently meet or exceed productivity, quality and service standard objectives

• The versatility to do many different types of work within the business area

• Fully bilingual (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

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.

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

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

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.