Service Delivery Manager

2 months ago

Kitchener, Ontario, Canada Manulife Full time
Job Description

The Manulife Administration team is seeking a highly motivated and experienced professional to join our AdminAdvantage Administration team as a Service Owner. As a key member of our team, you will be responsible for delivering exceptional client experiences and driving business results.

Key Responsibilities
  • Manage a dedicated portfolio of clients, providing proactive and reactive support to meet their needs and expectations.
  • Collaborate with internal stakeholders to resolve client issues and provide counsel on benefits administration.
  • Develop and maintain strong relationships with clients, ensuring their benefits administration needs are met and exceeded.
  • Participate in internal and external implementation and re-enrolment project meetings, driving project success and client satisfaction.
  • Act as a project manager, owning re-enrolment projects and ensuring timely and successful delivery.
  • Stay current with system and product enhancements, process changes, and improvements through ongoing training and development.
  • Assist in the development and management of procedures, ensuring compliance and best practices.
  • Serve as the primary point of contact for escalated requests from internal and external customers, providing timely and effective resolutions.
  • Identify client needs, issues, and perceptions, developing action plans to ensure a positive client and member experience.
What We're Looking For
  • Experience managing a dedicated portfolio of clients in a fast-paced and dynamic environment.
  • Demonstrated ability to apply technical industry knowledge to day-to-day issues and adapt to technology.
  • Strong analytical and problem-solving skills, with the ability to multi-task and work in a high-volume, deadline-oriented environment.
  • Comprehensive knowledge of Group Benefits and AdminAdvantage is an asset.
  • Ability to learn quickly, pick up new ideas, concepts, technologies, and tools easily.
  • Commitment to continuous improvement, including digitization, innovation, and automation.
  • Accountability, with a focus on making it happen, owning it, and finding solutions.
  • Strong communication skills, with the ability to articulate business needs between technical and non-technical resources.
  • Resilience, adaptability, and the ability to lead others through change.
  • Strong judgement in balancing business risk with delivering on results.
  • Strong Office 365 skills.
What We Offer
  • A competitive salary and benefits package.
  • 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 a strong work-life balance.
  • Professional development and leadership opportunities.
Our Commitment to You
  • A values-first culture, where we lead with our values every day and bring them to life together.
  • Boundless opportunity, where we create opportunities to learn and grow at every stage of your career.
  • Boundless opportunity, where we invite you to help redefine the future of financial services.
  • Delivering the promise of Diversity, Equity and Inclusion, where we foster an inclusive workplace where everyone thrives.
  • Championing Corporate Citizenship, where we build a business that benefits all stakeholders and has a positive social and environmental impact.

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