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Job Description & How to Apply Below
The Admin Advantage Operations team within the Manulife Group Benefits organization links people, technology and expert services to simplify benefits administration and provide a consistent, powerful member and client experience. Our vision is to be recognized as the partner of choice within the industry for benefits administration services.
You will be leading a team that supports large corporate clients, coordinating efforts to provide world class benefits administration and customer service. Our clients trust the administration of their group benefits to us and you will be part of a team that delivers outstanding results to those clients and our members.
If you enjoy working in a fast-paced, changing environment where every day brings something new and innovative ideas are encouraged, you may be the candidate we are looking for!
Position Responsibilities
Providing leadership, motivation and support to an operations team to ensure established objectives in service, quality and productivity are achieved.
Through recruiting, coaching, mentoring, team building and development opportunities, build a highly performing cohesive team that delivers quality service.
Act as the point of contact for escalated requests from both internal and external customers.
Identify client needs, issues and perceptions and develop action plans to ensure a positive client and member experience.
Coordinate service in partnership with all global teams and support groups to meet or exceed service expectations.
Coordinate operational functions such as scheduling, planning, processes and quality controls, across multiple teams globally.
Seek out new opportunities and participate directly in continuous improvement projects.
Identify service, cost and employee experience improvement opportunities and create plans of action to address these.
Support the financial contribution of Admin Advantage through effective management of employee productivity and other expense control mechanisms.
Work closely with the RGO, Service Owners and global team members in order to completely understand and address client concerns and issues the first time, every time.
Required Qualifications
Experienced, sought‑after leader with a proven track record of attracting talent, motivating your team and driving employee engagement.
Comfortable creating and managing resource assignments and scheduling.
Strong Office 365 skills.
Preferred Qualifications
Approachable leader who acts with integrity and lives our values.
Successful experience supporting client Service Level Agreements, including intraday, daily, weekly and monthly targets.
Comprehensive knowledge of Group Benefits; knowledge of Admin Advantage is an asset.
Quick learner – picks up new ideas, concepts, technologies and tools easily.
Dedicated to continuous improvement, including digitization, innovation and automation.
Accountable – owns it and finds solutions.
Customer‑centric – puts the customer at the center of everything you do and treats internal customers the same.
Master communicator – clearly articulates business needs between technical and non‑technical resources and presents strategy and vision to senior management.
Resilient, adaptable to change and able to lead others through change.
Strategic thinker who can think conceptually beyond day‑to‑day operations and consider downstream impacts.
Proven ability to collaborate and negotiate with various stakeholders, maintaining composure during challenging interactions.
Balances risk carefully.
Comfortable driving solution progress forward even when the team does not have all the answers yet.
When You Join Our Team
Empower you to learn and grow the career you want.
Recognize and support you in a flexible environment where well‑being and inclusion are more than just words.
As part of our global team, support you in shaping the future you want to see.
Benefits
Manulife offers eligible…
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