Manager Adminadvantage Administration

6 months ago

Waterloo, 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 Opportunity**

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.

**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.
- Professi

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