Manager of AdminAdvantage Operations

GB Operations is looking for a Manager to join our AdminAdvantage 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 AdminAdvantage Operations team within the Manulife Group Benefits organization links people, technology and expert services to simplify benefits administration and provide 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 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 a operations team to ensure established objectives in service, quality and productivity are achieved. 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 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 AdminAdvantage 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 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 our values Successful experience supporting client Service Level Agreements, including intraday, daily, weekly and monthly targets Comprehensive knowledge of Group Benefits and AdminAdvantage is an asset You learn fast. You pick up new ideas, concepts, technologies, and tools easily 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 master 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 take care in balancing risk 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 Strong Office 365 skills Bilingualism (English and French) is a strong asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces 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. 關於宏利和恒康 宏利金融公司是一家業界領先的國際金融服務商，致力於幫助人們實現「輕鬆投資理財，樂享豐盛人生」。若要進一步了解我們，請瀏覽 https://www.manulifeim.com/institutional/tw/en。 宏利是平等機會僱主 在宏利／恒康，我們擁抱多元。我們致力於吸引、培養及挽留和所服務客戶同樣多元的員工，並從而營造包容的工作環境，接納文化和個體差異。我們矢志維持公平的招聘、挽留、晉升及薪酬制度，我們管理的所有實踐及項目不會因種族、血統、原籍地、膚色、族裔、國籍、宗教或宗教信仰、信仰、性別（包括懷孕及其相關情況）、性取向、遺傳特徵、退伍軍人身份、性別認同、性別表達、年齡、婚姻狀況、家庭狀況、殘疾或受適用法律保護的任何其他因素而區別對待。 我們的首要任務是消除障礙，為員工提供平等就業機會。人力資源部代表將盡力為應徵過程中提出要求的申請人提供合理協助。申請人要求提供協助所分享的信息將會按照適用法律及宏利／恒康政策儲存及使用。應徵過程中如需協助，請聯絡 recruitment@manulife.com。 Referenced Salary Location Waterloo, Ontario Working Arrangement 混合式 Salary range is expected to be between $68,775.00 CAD - $114,625.00 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. #J-18808-Ljbffr