Bilingual implementation specialist

Société Financière Manuvie; Southwestern Ontario; Hybrid; CAD 59,000 - 99,000; Full time

Job summary

Manulife in Ontario is seeking an Implementation Specialist to lead the onboarding of mid‑case clients into Group Retirement Services, coordinating implementation schedules and client engagement.

You will manage multiple implementations, partner with the account executive and internal teams, and ensure accurate plan details, enrolment data, and issue resolution throughout the project lifecycle. Bilingual English/French required; hybrid work in Waterloo region.

Qualifications

• Knowledge of contract provisions and administrative practices of Group Retirement products and systems.
• Group Retirement experience.
• Good knowledge of Windows-based software (Word, Excel).
• Fully bilingual in French and English to support clients from various jurisdictions outside Quebec.

Responsibilities

• Create implementation schedules.
• Primary contact for the Client and/or Advisor during the implementation phase.
• Coordinate plan details, clarify requirements, and establish delivery dates for tasks.
• Coordinate, lead and facilitate the Client meeting.
• Coordinate, delegate, negotiate and follow up on all implementation tasks with internal areas.
• Track and report the status of each project and escalate barriers to management.
• Project manage the implementation schedule and provide status updates.
• Coordinate enrolment period and collect missing employee information.
• Communicate with internal teams to resolve issues during the process.
• Handle 15 to 20 implementations concurrently depending on size and complexity.

Skills

Group Retirement experience

MS Office (Word/Excel)

Bilingual French/English

Contract provisions knowledge

Tools

Windows OS

Job description

The role of Implementation Specialist is to implement the new business of our mid case clients into Group Retirement Services (GRS) and to project manage any complex amendments or plan changes for our mid case clients as well as simple amendments and fund rationalizations for the large case as required.

The role involves relationship management, consulting, and project management. Utilizing a project management approach, the Implementation Specialist is involved during the implementation and warranty process to see the Customer through all aspects of the Implementation. Through a partnering relationship with the Account Executive, Client Relationship Manager and internal teams, the Implementation Specialist will ensure that Manulife is responding to the needs of the Customer as well as Manulife.

The Implementation Specialist will have primary responsibility for project managing to ensure a successful implementation with tracking and reporting on the progress of the various implementation stages.

Position Responsibilities:

• Creation of implementation schedules
• Primary contact for the Client and/or Advisor during the implementation phase
• Works with the client and implementation team to obtain plan details, clarify requirements, and establish delivery dates for tasks in the project
• Coordinates and leads/facilitates the Client meeting
• Coordinates, delegates, negotiates, and follows up on all implementation tasks with each internal area involved throughout the process areas to ensure all areas have required information for plan set up and works as liaison with client to resolve issues, missing information
• Tracks and reports the status of each project and proactively escalates any significant barriers or issues to Sr. management as necessary
• Project manages the implementation schedule, provides status updates to Client and/or Plan Advisor and Account Executive and/or Client Relationship Manager
• Coordinates the initial enrolment period (paper enrolment forms, or electronic data) and contacts plan sponsor for missing employee information
• Communicates with internal teams to resolve exceptional situations and problems that arise during the issue process
• Implementation Specialists are expected to handle between 15 to 20 implementations at any one time: depending on size and complexity and the success of our sales organization

Required Qualifications:

• Knowledge of contract provisions and administrative practices of Group Retirement products and systems
• Group Retirement experience
• Good knowledge of Window’s based software (Word, Excel)
• Fully bilingual (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

Preferred Qualifications:

• Excellent verbal and written communication skills
• Excellent interpersonal skills
• Strong negotiation and problem-solving skills with the ability to recognize implications of issues and solutions
• Ability to handle fluctuating workloads and multiple priorities within set time constraints
• Customer service focused - ability to effectively negotiate/communicate with internal and external clients
• Strong analytical skills
• Attention to detail
• Understanding of the large case market include HR Services and IS requirements for these services

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

The role being advertised is an existing vacancy.

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 [e-mail].

Referenced Salary Location

CAN, Ontario, Waterloo, 500 King Street North

Working Arrangement

Hybrid

Salary range is expected to be between

$59,100.00 CAD - $98,500.00 CAD

Employees 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 [e-mail] 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 [e-mail] for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.