Manager, Adminadvantage
1 month ago
**_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 Opportunity**
The AdminAdvantage Administration 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.
**How will you create impact?**
Reporting into the Director, you will be leading a team that primarily supports large corporate clients, and handles large amounts of customer data 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.
**Responsibilities**
- Delivering high quality Service to our Plan Sponsors with the AdminAdvantage product offering.
- Providing leadership, motivation, and support to a team of Systems Specialists who manage mass plan member data.
- Ensure established objectives in service, quality, and productivity are achieved.
- Build a high performing cohesive team that delivers quality service through recruiting, coaching, mentoring, team building and development opportunities.
- 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 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 the AdminAdvantage product through effective productivity & expense management.
- Work closely with internal partners to completely understand and address client concerns and issues the first time, every time.
**What motivates you?**
- You are an experienced, sought-after leader with a proven track record of delivering on service commitments, attracting talent, motivating your team and driving high employee engagement.
- You are an expert 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 dedicated to continuous improvement, particularly when it comes to digitization, innovation and automation.
- You are a strategic thinker with the ability to think conceptually beyond day-to-day business realities and to effectively consider downstream impacts.
- 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 take care in balancing risk and are comfortable making risk-based decisions.
- You’re comfortable driving solution progress forward - even when your team doesn’t have all the answers yet.
**What we are looking for**
- 5+ years of experience in a large business with 2+ years of experience in managing operations and/or project management.
- College degree or equivalent work experience.
- 3-5 years of insurance industry experience.
- You’re naturally curious and are very comfortable with Excel & Power BI.
- Experience with SQL, power apps & power automate. Ability to pick up new ideas, concepts, technologies, and tools easily.
- Resiliency and adaptability when change occurs; ability to lead others through change.
- Successful experience supporting client Service Level Agreements, including daily, weekly, monthly and quarterly targets.
- Comprehensive knowledge of group benefits, the AdminAdvantage product offering and/or outsourced benefits is an asset.
- 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.
**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
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