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Service Owner
1 month ago
About the Role
We are seeking a highly motivated and influential Service Owner to join our AdminAdvantage Administration team. The successful candidate will be responsible for managing end-to-end experience for clients within the assigned portfolio, engaging directly with clients to anticipate or respond to their needs, and collaborating with internal team members and stakeholders to resolve client issues and provide counsel.
Key Responsibilities
- 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 Are Looking For
- Experience managing a dedicated portfolio of clients/customers in a demanding and fast-paced environment.
- Demonstrated ability to apply technical industry knowledge to day-to-day issues and can adapt to technology.
- Strong analytical/problem-solving skills.
- Demonstrated ability to multi-task and work in a high-volume, deadline-oriented, fast-paced environment.
- Comprehensive knowledge of Group Benefits and AdminAdvantage is an asset.
- Moves quickly to take action to address problems, even in new and ambiguous situations.
- Learns fast and picks up new ideas, concepts, technologies, and tools easily.
- Is dedicated to continuous improvement, including digitization, innovation, and automation.
- Is accountable – makes it happen, owns it, and finds solutions.
- Strives to delight customers, their needs, and their experience in doing business with us.
- Is a master communicator – can clearly articulate business needs between technical and non-technical resources.
- Is resilient, can adapt to change, and leads others through change.
- Has a proven ability to collaborate and influence with various stakeholders with competing priorities, and maintains composure and best-self during challenging times or challenging interactions.
- Displays strong judgement in balancing business risk with delivering on results.
- Has strong Office 365 skills.
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.
About Manulife
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups, and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges, and under '945' in Hong Kong.
Manulife is an Equal Opportunity Employer
Salary & Benefits
The annual base salary for this role is listed below.
Primary Location
Montreal, Quebec
Salary range is expected to be between
$57,000.00 CAD - $95,000.00 CAD
If you are applying for this role outside of the primary location, please contact 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 for more information about U.S.-specific paid time off provisions.
