Bilingual Service Owner

5 months 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 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.

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**
- Accountable for managing end-to-end experience for clients within the assigned portfolio.
- Engage directly with clients to anticipate or respond to their needs and provide options and resolutions. Engage and collaborate with internal team members and stakeholders to resolve client issues and to proactively provide counsel.
- Manage relationships with clients and own the implementation of their Benefits Administration on our online platform.
- Participate in internal and external implementation and re-enrolment project meetings.
- Act in a project manager role and have ownership of re-enrolment projects.
- Attend training as required to stay current with system and product enhancements and process changes or improvements.
- Assist with procedure development and management.
- 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.

**How will you create impact?**

**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**
- **Bilingual (French & English) is required**:

- Experience managing a dedicated portfolio of clients/customers in a demanding and fast-paced environment.
- Strong analytical/problem solving skills.
- Demonstrated ability to multi-task and work in a high volume, deadline oriented, fast paced environment.
- Comprehensive knowledge of Group Benefits and AdminAdvantage is an asset.
- Moves quickly to take action to address problem, even in new and ambiguous situations.
- 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.
- You are resilient, can adapt to change and lead others through change.
- You have a proven ability to collaborate and influence with various stakeholders with competing priorities, and you maintain your composure and best-self during challenging times or challenging interactions.
- You display strong judgement in balancing business risk with delivering on results.
- Strong Office 365 skills

**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.
- **Boundless opportunity**: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 positiv

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