Director, Strategic Accounts and Administrative Solutions

2 weeks ago

Toronto, Canada Manulife Full time

The Director, Strategic Accounts and Administrative Solutions (Director) is responsible for overseeing the post-sale client relationship management for Manulife’s Group Benefits (GB) outsourced administration services (AdminAdvantage). This role is crucial, as it puts you at the forefront of the client relationship, particularly with key accounts, fostering and maintaining senior sponsor relationships. Manulife’s outsourced administration services offer Canadian employers the ability to outsource the administration of their group benefits plans, streamlining benefits administration and enhancing the overall client experience.

This role leads a team of client relationship management professionals, known as Service Owners, who build and execute service strategies tailored to their client portfolio. A key deliverable for the Service Owner team is the execution of detailed plans to ensure events such as annual benefits reenrollment run smoothly for both Plan Sponsors and Plan Members.

The Director is an experienced and proven client relationship expert, who develops and coaches their team members and acts as an escalation point when needed, to ensure potential issues are quickly and fully resolved. This role requires a highly collaborative approach that seeks to influence internal partners in supporting the needs of our external clients. While keeping the team focused on strong execution, the Director is also consistently working toward driving efficiencies, often through digital solutions, to enhance and evolve the team’s ways of working.

**Position Responsibilities**:
1. Client Management:

- Ensure exceptional service execution and client satisfaction while supporting strategic growth plans against a backdrop of evolving client and market expectations.
- Lead a team of client-facing Service Owners to ensure exceptional service delivery and client satisfaction, including management of technical enrolment campaigns.
- Develop and maintain strong relationships with key clients, acting as the main point of contact for escalations and strategic discussions.
- Understand client needs and requirements, and ensure the organization meets and exceeds these expectations, including the ability to influence client solutions to achieve optimal outcomes.
- Regularly review and analyze client data and feedback to identify areas for improvement and implement necessary changes.
- Develop and implement strategies to enhance the client experience and foster long-term partnerships.

2. Strategic Planning and Execution:

- Develop and implement operational strategies that deliver seamless annual enrolment experiences for both Plan Sponsors and Plan Members.
- Leverage available technology and automation to provide effective and efficient client solutions.
- Monitor industry trends and best practices to ensure the organization remains competitive and innovative.
- Collaborate with senior management to develop long-term business plans.

3. Operational Management:

- Oversee operational client management to ensure efficiency and high performance, including oversight of key daily service metrics.
- Implement and manage changes to operational policies and procedures impacting our clients.
- Ensure compliance with all relevant regulations and standards.

4. Continuous Improvement:

- Utilize data and analytics to monitor performance and drive continuous improvement initiatives.
- Identify areas for process improvement and implement solutions to enhance operational efficiency and client experience.

5. Leadership and Team Development:

- Provide strong leadership and direction to the Service Owner team.
- Recruit, train, and develop staff to maintain a high-performing team.
- Foster a positive and productive work environment.
- Influence and work collaboratively across Operations and the broader Group Benefits team to deliver client solutions.

6. Project Management:

- Oversee major projects and initiatives, ensuring they are completed on time and within budget.
- Coordinate with other departments to ensure project alignment with overall business objectives.

7. Risk Management:

- Identify and mitigate operational risks.
- Develop and implement contingency plans to address potential disruptions.

**Required Qualifications**:

- Bachelor’s degree in Business Administration, Management, or a related field.
- Proven experience in an operational management role and ability to work in a fast-paced, dynamic environment
- Experience leading client-facing teams, managing client relationships and strong leadership and team-building skills.
- Excellent strategic planning and problem-solving abilities.
- Strong understanding of business processes and operational best practices and proficiency in financial management and managing key metrics.

Nice to have:
**Preferred Qualifications**:

- Client Management: Strong ability to manage client relationships and ensure client satisfaction.
- Strategic Thinking: Ability to develop and implement long

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