Service Delivery Manager

1 month ago


Montreal, Quebec, Canada Manulife Full time

About the Role

Manulife is seeking a highly motivated and experienced Service Delivery Manager to join our AdminAdvantage Administration team. As a key member of our team, you will be responsible for managing end-to-end experience for clients within the assigned portfolio.

Key Responsibilities

  • Engage directly with clients to anticipate or respond to their needs and provide options and resolutions.
  • 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.

What We Offer

  • 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 positive social and environmental impact.


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