AVP AdminAdvantage

The AVP, Administrative Solutions, Strategy and Operations is responsible for overseeing the post-sale client relationship management for Manulife’s Group Benefits (GB) AdminAdvantage product for a subset of strategic accounts. AdminAdvantage offers Canadian employers the ability to outsource administration of their group benefits plan to Manulife. At its core, AdminAdvantage is a packaged service product designed to streamline benefits administration and enhance the overall client experience.

This role will build, manage and optimize a team of client relationship management professionals and operational specialists, who execute service strategies tailored to their client portfolio. Taking a data-driven approach, the AVP will measure and drive quality across their client portfolio, executing detailed plans to ensure events such as annual benefits reenrollment run smoothly for both Plan Sponsors and Plan Members.

The AVP is an experienced and proven client relationship expert, who develops and coaches their team members, optimizes and improves operational processes, and develops and executes the strategy for the technology and processes underlying the AdminAdvantage product. The AVP also 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 AVP is also consistently working toward driving efficiencies, often through digital solutions, to enhance and evolve the team’s ways of working.

Position Responsibilities

Client Management

- Ensure exceptional service execution and client satisfaction while supporting strategic growth plans against a backdrop of evolving client and market expectations.

- Influence a team of client-facing professionals 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.

Strategic Planning and Execution

- Develop and implement operational strategies that deliver seamless 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.

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.

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.

Leadership and Team Development

- Provide strong direction to the Admin Advantage team.

- Foster a positive and productive work environment.

- Influence and work collaboratively across Operations and the broader Group Benefits team to deliver client solutions.

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.

Risk Management

- Identify and mitigate operational risks.

- Develop and implement contingency plans to address potential disruptions.

Required Qualifications

- Proven experience in a senior operational management role.

- Experience leading client-facing teams and managing client relationships.

- Strong influence and team-building skills.

- Excellent strategic planning and problem-solving abilities.

- Proficiency in financial management and managing key metrics.

- Strong understanding of business processes and operational best practices.

- Excellent communication and interpersonal skills.

- Ability to work in a fast-paced, dynamic environment.

- Client Management: Strong ability to manage client relationships and ensure client satisfaction.

- Problem Solving: Applying a structured and data-driven approach to resolving issues and managing client expectations.

- Strategic Thinking: Ability to develop and implement long-term business strategies.

- Financial Acumen: Proficiency in managing key metrics and financial performance.

- Process Improvement: Skilled in identifying inefficiencies and implementing effective solutions.

- Communication: Excellent verbal and written communication skills.

- Bilingualism (English and French) is a strong asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

May require occasional travel to other company locations, client sites, or industry events.

When you join our team

- We’ll empower you to learn and grow the career you want.

- We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

- As part of our global team, we’ll support you in shaping the future you want to see.

マニュライフとジョン・ハンコックについて

マニュライフ・ファイナンシャル・コーポレーションは、「あなたの未来に、わかりやすさを」を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、 https://www.manulife.co.jp/ ご覧ください。

マニュライフは機会均等を是とする雇用主です

マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。

雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、 recruitment@manulife.com までご連絡をお願いします。

Referenced Salary Location

CAN, Quebec, Montreal, 900 Boulevard de Maisonneuve Ouest

Working Arrangement

ハイブリッド勤務

Salary range is expected to be between

$126,600.00 CAD - $235,300.00 CAD

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.

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