Benefits Administration Lead
2 months ago
About the Role
We are seeking a highly motivated and experienced Service Owner to join our AdminAdvantage Administration team at Manulife. As a Service Owner, you will be responsible for managing end-to-end experience for clients within your assigned portfolio.
Key Responsibilities
- Accountable for managing end-to-end experience for clients within the assigned portfolio.
- Engage directly with clients to anticipate or respond to their needs and provide options and resolutions.
- Engage and 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'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 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.
- You learn fast. You pick up new ideas, concepts, technologies, and tools easily.
- You are dedicated to continuous improvement, including digitization, innovation, and automation.
- You are accountable – you make it happen, you own it and you find solutions
- You strive to delight customers, their needs, and their experience in doing business with us. You put the customer at the center of everything you do; and you treat our internal customers just the same.
- You are a master communicator – you can clearly articulate business needs between technical and non-technical resources.
- You are resilient, can adapt to change and lead others through change.
- You have a proven ability to collaborate and influence with various stakeholders with competing priorities, and you maintain your composure and best-self during challenging times or challenging interactions.
- You display 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.
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