Service Delivery Manager

1 month ago

Halifax, Nova Scotia, Canada Manulife Full time
Job Description

The Manulife Administration team is seeking a highly motivated and experienced Service Owner to join our AdminAdvantage Administration team. As a Service Owner, you 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.

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.
Requirements
  • 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.
  • Learn fast and pick up new ideas, concepts, technologies, and tools easily.
  • Accountable – make it happen, own it and find solutions.
  • Strive to delight customers, their needs, and their experience in doing business with us.
  • Master communicator – clearly articulate business needs between technical and non-technical resources.
  • Resilient, can adapt to change and lead others through change.
  • Proven ability to collaborate and influence with various stakeholders with competing priorities.
  • Strong judgement in balancing business risk with delivering on results.
  • 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.
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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