Plan Sponsor Administration is looking for Manager to join our Group Benefits Member Administration team. The successful candidate will be a highly motivated, influential and passionate leader who is committed to building solid relationships while delivering on initiatives in a fast-paced and changing environment.
You will be leading a team that provides administration support to our Group Benefits clients, coordinating efforts to provide world class benefits administration and customer service. Our clients trust the administration of their group benefits to us and you will be part of a team that delivers outstanding results to those clients and our members.
If you enjoy working in a fast paced, changing environment where every day brings something new and innovative ideas are encouraged, you may be the candidate we are looking for!
Responsibilities
Providing leadership, motivation and support to a team of Member Administrators, as well as overseeing our offshore operations to ensure established objectives in service, quality and productivity are achieved.
Through recruiting, coaching, mentoring, team building and development opportunities, build a high performing, cohesive team that delivers quality service.
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
Coordinate service in partnership with BPS, and support groups in order to meet or exceed service expectations
Coordinate operational functions such as scheduling, planning, processes and quality controls, across multiple teams globally
Seek out new opportunities and participate directly in continuous improvement projects.
Identify service, cost and employee experience improvement opportunities and create plans of action to address these
Support the financial contribution of GB Member Administration through effective management of employee productivity and other expense control mechanisms, including E&E
Work closely with the RGO and the BPS team members in order to completely understand and address client concerns and issues the first time, every time
Required Qualifications:
You are an experienced, sought-after leader with a proven track record of attracting talent, motivating your team and driving employee engagement
Post-secondary degree preferred or relevant experience
You are an approachable leader who acts with integrity and lives our values
Successful experience supporting client Service Level Agreements, including intraday, daily, weekly and monthly targets
Comprehensive knowledge of Group Benefits is an asset
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 as well as present strategy and vision to senior management
You are resilient, can adapt to change and lead others through change
You are a strategic thinker with the ability to think conceptually beyond day-to-day business realities and to effectively consider downstream impacts
You have a proven ability to collaborate and negotiate with various stakeholders with competing priorities, and you maintain your composure and best-self during challenging times or challenging interactions
You take care in balancing risk
You’re comfortable driving solution progress forward – even when your team doesn’t have all the answers yet
You are comfortable creating and managing resource assignments/scheduling
Strong Office 365 skills
Bilingualism (English and French) is a strong asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.
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.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.
Manulife is an Equal Opportunity Employer
At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].
Referenced Salary Location
CAN, Ontario, Waterloo, 500 King Street NorthWorking Arrangement
Salary range is expected to be between
$85,300.00 CAD - $135,300.00 CADEmployees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location.
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 [email protected] for more information about U.S.-specific paid time off provisions.
Skills Required
- Post-secondary degree preferred or relevant experience
- Comprehensive knowledge of Group Benefits is an asset
- Successful experience supporting client Service Level Agreements
- Strong Office 365 skills
- Bilingualism in English and French is a strong asset
Manulife Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Manulife and has not been reviewed or approved by Manulife.
-
Healthcare Strength — Healthcare coverage is portrayed as comprehensive, spanning medical, dental, prescription drugs, vision, critical illness, and short- and long-term disability. Mental-health support is emphasized via EAP-style services and high annual coverage limits in some regions, alongside wellness programs and navigation tools.
-
Retirement Support — Retirement offerings are positioned as a meaningful part of total rewards, including group RRSP/defined contribution pension options and employer matching in some cases. Ownership-related programs such as share purchase/stock options are also described as available for eligible employees.
-
Flexible Benefits — Benefits are described as robust and flexible, with customizable packages and spending-account style options in some plans. Digital tools (mobile app/claims) and reward-linked wellness programs are framed as making benefits easier to use and more engaging.
Manulife Insights
What We Do
Manulife is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We have more than 40,000 employees, over 116,000 agents serving ~34 million customers worldwide, and over $1.3 trillion in assets under management and administration. Visit www.Manulife.com to find out more. For Manulife terms of use, please visit http://bit.ly/SM_Terms
