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Service Owner

2 months ago

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

About the Role

We are seeking a highly motivated and influential Service Owner to join our AdminAdvantage Administration team at Company 1 - The Manufacturers Life Insurance Company. As a key member of our team, you will be responsible for delivering outstanding results to our clients and members.

Key Responsibilities

  • Manage end-to-end experience for clients within the assigned portfolio, ensuring seamless delivery of benefits administration services.
  • Engage directly with clients to anticipate or respond to their needs, providing options and resolutions to drive client satisfaction.
  • Collaborate with internal team members and stakeholders to resolve client issues and proactively provide counsel to drive business outcomes.
  • 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 to ensure successful project delivery.
  • Act in a project manager role and have ownership of re-enrolment projects, driving project success and client satisfaction.
  • Attend training as required to stay current with system and product enhancements and process changes or improvements.
  • Assist with procedure development and management to drive process efficiency and client satisfaction.
  • Act as the point of contact for escalated requests from both internal and external customers, providing timely and effective resolutions.
  • Identify client needs, issues, and perceptions, and develop action plans to ensure a positive client and member experience.

What We're 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 adapt to technology.
  • Strong analytical/problem-solving skills to drive business outcomes and client satisfaction.
  • 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.
  • Learn fast, picking up new ideas, concepts, technologies, and tools easily.
  • Dedicated to continuous improvement, including digitization, innovation, and automation.
  • Accountable, making it happen, owning it, and finding solutions.
  • Strive to delight customers, their needs, and their experience in doing business with us, treating internal customers just the same.
  • Master communicator, clearly articulating business needs between technical and non-technical resources.
  • Resilient, adaptable to change, and lead others through change.
  • Proven ability to collaborate and influence with various stakeholders with competing priorities, maintaining composure and best-self during challenging times or interactions.
  • 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 strong work-life balance.
  • Professional development and leadership opportunities.

About Company 1 - The Manufacturers Life Insurance Company

Company 1 - The Manufacturers Life Insurance Company 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.