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Manager AdminAdvantage Administration

Manulife Financial Corporation

This is a Contract position in Waterloo, ON posted June 8, 2024.

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

Job Description

The Opportunity

The Group Benefits Admin Advantage team is looking for a new leader to join the team. The successful candidate will be a highly motivated, influential, and passionate professional who is committed to building solid relationships while delivering on initiatives in a fast-paced and changing environment.

The team within the Manulife Group Benefits organization is dedicated to connecting people, technology, and premier services to streamline benefits administration, ensuring a smooth and impactful experience for both members and clients. Our goal is to emerge as the industry's preferred partner, distinguished for our excellence in benefits solutions and administration services.

Responsibilities

  • Providing leadership, motivation, and support to our GB Sponsor Onboarding team to ensure established service objectives are met.
  • Through recruiting, coaching, mentoring, team building and development opportunities, build a high 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 experience.
  • Provide support to the Pre-Sale and Finalist teams.
  • 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 AdminAdvantage through effective management of employee productivity and other expense control mechanisms, including E&E.
  • Work closely with the internal and external partners to completely understand and address client concerns and issues the first time, every time.

How will you create impact?

You will be leading a team that support 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!

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

  • You are an experienced, sought-after leader with a proven track record of attracting talent, motivating your team and driving employee engagement.
  • You are an approachable leader who acts with integrity and lives by our company values.
  • Successful experience supporting client Service Level Agreements, including intraday, daily, weekly, and monthly targets.
  • Strong Office 365 skills.
  • Ability to balance risk.
  • Comprehensive knowledge of Group Benefits is an asset.
  • You learn fast. You pick up new ideas, concepts, technologies, and tools easily.
  • You have experience in change management.
  • You are dedicated to continuous improvement, including digitization, innovation, and automation.
  • You are accountable – you make it happen, you own it, and you find solutions.
  • You strive to delight customers, their needs, and their experience in doing business with us. You put the customer at the center of everything you do; and you treat our internal customers just the same.
  • You are a superb communicator – you can clearly articulate business needs between technical and non-technical resources as well as present strategy and vision to senior management.
  • You are resilient, can adapt to change and lead others through change.
  • You are a strategic thinker with the ability to think conceptually beyond day-to-day business realities and to effectively consider downstream impacts.
  • You have a proven ability to collaborate and negotiate with various stakeholders with competing priorities, and you maintain your composure and best-self during challenging times or challenging interactions.
  • You’re comfortable driving solution progress forward – even when your team doesn’t have all the answers yet.
  • You are comfortable creating and managing resource assignments/scheduling.

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

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 recruitment@manulife.com.

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

Waterloo, Ontario

Salary range is expected to be between

$67 275,00 CAD – $112 125,00 CAD

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.