Manager - Plan Member Administration

The Plan Member Administration team within the Manulife Group Benefits organization integrates people, technology, and expert services to streamline benefits administration and provide a consistent, impactful member and client experience. Our vision is to be recognized as the industry’s partner of choice for benefits administration services.

**Position Responsibilities**:

- Provide strong leadership and motivation to a team of Member Set-up Specialists, Electronic File Analysts, Benefits Administrators, and Supervisors, building a high-performing, cohesive team through recruiting, coaching, mentoring, and development opportunities.
- Use data insights to drive improvements in service delivery and client satisfaction, identify and implement continuous improvement projects, and develop plans of action to improve service, cost, and employee experience.
- Act as the primary contact for escalated requests from internal and external customers, using data to inform resolutions, and identify client needs, issues, and perceptions to ensure a positive client and member experience.
- Coordinate services in partnership with global teams and support groups, manage operational functions such as scheduling, planning, processes, and quality controls across multiple global teams to exceed service expectations.
- Support the financial contribution of Plan Member Administration through effective data-driven management of productivity and efficiencies.
- Collaborate closely with the RGO, Contact Centre, and global team members to understand and address client concerns thoroughly.

**Required Qualifications**:

- Proven leadership experience with a track record of attracting talent, motivating teams, and driving employee engagement.
- Strong skills in data analysis and the ability to use data insights to inform decision-making and strategy.
- Experience supporting client Service Level Agreements, including intraday, daily, weekly, and monthly targets.
- Ability to quickly learn and adapt to new ideas, concepts, technologies, and tools.
- Commitment to continuous improvement, including digitization, innovation, and automation.
- Accountability and ownership in delivering solutions and achieving results.
- Customer-centric approach, ensuring customer needs and experiences are prioritized.
- Excellent communication skills, capable of articulating business needs between technical and non-technical resources and presenting strategies to senior management.
- Resilient and adaptable, with the ability to lead others through change.
- Strategic thinker with the ability to conceptualize beyond day-to-day business realities and consider downstream impacts.

**Preferred Qualifications**:

- University degree is an asset.
- Comprehensive knowledge of Group Benefits is an asset.
- Proven ability to collaborate and negotiate with various stakeholders while maintaining composure in challenging situations.
- Proficiency in balancing risk and driving solution progress even amidst uncertainty.
- Experience in resource assignment and scheduling management.
- Strong proficiency in Office 365.
- In this operations role, adaptability is key, as each day will present new challenges and opportunities, requiring you to be flexible and responsive to a dynamic work environment.

**When you join our team**:

- We’ll empower you to learn and grow the career you want.
- We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
- As part of our global team, we’ll support you in shaping the future you want to see.

LI-Hybrid

**About Manulife and John Hancock**

**Manulife is an Equal Opportunity Employer**

**Primary Location**

Montreal, Quebec

**Working Arrangement**

Hybrid
**Salary range is expected to be between**

$68,775.00 CAD - $114,625.00 CAD

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short