Manager, AdminAdvantage Client Services

The Manager, Admin Advantage Client Services, is responsible for leading a team of Client and Account Specialists delivering the end-to-end Admin Advantage experience for Manulife’s plan sponsors. This role provides leadership, direction, and oversight to ensure seamless execution of highly complex client implementations, enrolments, and ongoing service delivery, with a strong focus on client outcomes, service excellence, and operational consistency.

Acting as a senior escalation point, the role leads the resolution of complex, high-impact issues and drives cross-functional alignment to protect client relationships and business outcomes. The Manager is accountable for the overall performance and consistency of service delivery, ensuring alignment to service standards and enabling scalable, reliable execution across client portfolios and varying levels of complexity. The role also contributes to the broader Admin Advantage operating model by shaping service standards, influencing best practices, and driving consistency and performance across the organization.

• Lead, coach, and develop a team of Client and Account Specialists responsible for delivering client implementations and ongoing service
• Set direction and elevate capability across the team, ensuring strong expertise in managing complexity, risk, and high-impact client relationships
• Oversee workforce planning and resource allocation across client portfolios, balancing capacity, capability, and business priorities
• Drive a high-performance culture with strong accountability for service quality, client outcomes, and operational excellence

• Provide strategic oversight of end-to-end delivery for Admin Advantage clients, ensuring alignment to client expectations, contractual obligations, and service standards
• Ensure consistency and quality of client engagement, communications, and deliverables across client portfolios
• Support and guide team members in managing client structures, re-enrolments, and non-standard solutions
• Maintain visibility of portfolio health, proactively identifying risks and intervening where required to ensure successful outcomes

• Act as a senior escalation point for complex, high-risk issues impacting clients, products, or segments
• Lead cross-functional resolution efforts, coordinating internal stakeholders to address systemic issues and minimize client and operational impact
• Provide strategic direction on issue resolution, balancing client needs, operational constraints, and business priorities
• Drive root cause analysis and ensure implementation of scalable, preventative solutions across the broader organization

• Establish and enforce governance frameworks, standards, and best practices to ensure consistent, high-quality service delivery across client portfolios
• Lead cross-functional alignment across Admin Advantage, Distribution, Underwriting, IT, and Operations to enable seamless end-to-end service execution
• Own the identification, escalation, and resolution of systemic issues impacting service performance, coordinating stakeholders to drive timely and effective outcomes
• Drive root cause analysis and implement scalable, preventative solutions to improve service stability and reduce recurring issues
• Anticipate and manage risks across portfolios, ensuring proactive mitigation strategies and consistent application of risk and escalation frameworks
• Influence and drive improvements to operating models, processes, and tools to enhance scalability, consistency, and overall service effectiveness

• Drive and influence continuous…