Plan Setup and Support Expert

1 week ago

Toronto, Ontario, Canada Company 1 - The Manufacturers Life Insurance Company Full time

About the Role

This is a key part of a dynamic team working on a central initiative to help transform our Canadian Retirement products and systems. Our hard-working team is focused on the evolution and execution of our administrative platform strategy through enhanced technologies, products, and digital features. Our goal is to create a better, faster, and easier experience for clients, partners, and employees by having administration handled on a single platform.

Responsibilities

  • Provide subject matter expert (SME) support to a team of plan design specialists. Coach and mentor team members to help them learn the business and acquire the necessary knowledge for plan setup and contracts.
  • Ensure the SLX block of business is well understood and operational procedures are created to maintain the accuracy and integrity of each sponsor's program data.
  • Produce client prints and contractual documentation for setup of plans on the MPS platform.
  • Research SLX plan designs, documentation, and communications in the cases where setup is unclear.
  • Identify areas for process improvements; support development and implementation of new processes.
  • Assist team members in resolving issues/inquiries as they arise.
  • Provide open and honest feedback to the project team.
  • Answer questions from the project team and help them find solutions to enable smooth transition of clients' programs.
  • Follow standard processes and close gaps through training, coaching, and mentoring.
  • Collaborate with other team members, business units, and other project resources to deliver on initiative objectives.
  • Lead timelines on a multitude of request types.
  • Implement the weekend withdrawal transactions on SLX through the BTP process.
  • Work with Technology teams to enhance the BTP tools to support future transitions.

Key Accountabilities

  • Ensure the timeliness and accuracy of data, procedures, and plan setup; ensure the appropriate setup processes and steps are in place to ensure data is accurate and meets quality standards.
  • Liaise with the broader project team/SMEs/leaders to ensure outstanding questions are resolved quickly.
  • Bring up areas of risk and barriers to ensure the right support is identified and provided.
  • Represent Sponsor Processing in broader team meetings.
  • Actively participate in team discussions, training, and meetings.
  • Proactively seek information and clarity when questions arise.
  • Solicit feedback from team members.
  • Ensure the plan documents conform to Manulife's Compliance and Privacy guidelines.
  • Strongly adhere to timelines and service level agreements on the requests.
  • Complete all steps in the bulk withdrawal processes on SLX; including tasks scheduled on a Transition weekend.

How will you create impact?

You will be required to support decision making for technology builds as well as provide technical consultation on client plan designs and setup on the administrative platform. It will include plan analysis, researching discrepancies, and coaching the team of plan design specialists, who report to the Plan Setup Supervisor.

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

  • 5 years in Canadian Retirement.
  • Knowledge of procedures and processes in Sponsor Processing.
  • Familiarity with the SLX and MPS platforms and their differences.
  • Previous experience with the SLX BTP process.
  • Knowledge of SLX setups, client prints, and contractual documentation.
  • Shown leadership skills and ability to think strategically.
  • Demonstrated skill in evaluating feasibility or practicality of ideas and options; assessing risks and trade-offs; making informed and timely decisions.
  • Strong organizational skills with the ability to handle priorities independently in a rapidly changing environment.
  • Strong attention to detail and ability to identify inconsistencies.
  • Strong interpersonal and communication (written & verbal) skills.
  • Self-starter with great initiative who works well in a fast-paced environment.
  • Responds to challenges and opportunities in a positive and productive manner.
  • Proficient in MS Office (i.e. Word, Excel).
  • Strong mathematical competence.
  • Resilient and adaptable to change.
  • Strong great teammate with the ability to collaborate between departments and other locations.
  • Bilingual (French/English) an asset.
  • Excellent Knowledge of Canadian Retirement products and Manulife products.

The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

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