Bilingual Field technology Consultant

Job summary

The consultant supports independent financial advisors by resolving escalated technology issues and providing guidance on Manulife tools and cybersecurity standards. They act as a liaison between advisors and internal teams to ensure effective technology adoption and business continuity.

Job details

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. 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 hr@manulife.com. 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 hr@manulife.com 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 hr@manulife.com 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.

What you’ll do

The consultant supports independent financial advisors by resolving escalated technology issues and providing guidance on Manulife tools and cybersecurity standards. They act as a liaison between advisors and internal teams to ensure effective technology adoption and business continuity.

Requirements

Candidates must have at least 5 years of experience in technology or field support and possess strong proficiency in Microsoft 365. Bilingual fluency in English and French is mandatory, along with the ability to explain complex technical concepts to non-technical users.

Benefits

• Health insurance • Dental insurance • Mental health support • Vision insurance • Short-term disability • Long-term disability • Life insurance • AD&D insurance • Adoption/surrogacy benefits • Wellness benefits • Employee/family assistance plans • Retirement savings plans • Pension • Global share ownership plan • Financial education and counseling • Paid time off • Holidays • Vacation • Personal days • Sick days

Listed skills

• Technical Documentation · Preferred
• Microsoft 365 · Preferred
• Risk Management · Preferred
• Coaching · Preferred
• data management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technology support
• Field support
• Microsoft 365
• Cybersecurity
• Data management
• Technical troubleshooting
• Client-facing communication
• Coaching
• Bilingualism
• Risk management
• Relationship management
• Incident triage
• Workflow optimization
• Technical documentation
• Financial services knowledge
• Solutions Support
• Workplace Inclusivity
• Workflow Management
• Time Off Management
• Emerging Technologies
• Bilingual (French/English)
• Information Gathering
• Artificial Intelligence
• Mental Health
• Multilingualism
• Business Technologies
• Customer Service
• Cyber Security
• Data Management
• English Language
• Financial Services
• Financial Education
• International Finance
• Peripheral Devices
• Productivity Software
• Relationship Building
• Renovation
• Coordinating

Job areas

• Technology
• Customer Service & Support
• Finance & Accounting
• Consulting
• Technology Consultant
• Technical Consultant / Analyst
• Systems Analysts
• Computer Occupations, All Other