Manager - Adminadvantage Administration

4 weeks ago

Maisonneuve, Canada Manulife Full time

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

The AdminAdvantage Service Owner 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 solutions and benefits administration services.

**Responsibilities**
- Delivering high-quality Service to our Plan Sponsors with the AdminAdvantage product offering.
- Providing leadership, motivation, and support to a team of Service Owners and 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 our Global teams, and support groups in order to meet or exceed service expectations
- Coordinate operational functions such as scheduling, planning, processes and quality controls, across multiple teams globally, including our Global team members
- 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 RGO, Consultants and other partners in order 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 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.

**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 delivering Service, 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 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 s

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