Client Service Specialist - AdminAdvantage

Manulife Insurance Malaysia; Southwestern Ontario; On-site; CAD 59,000 - 99,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Manulife Group Benefits Operations is seeking a Client Service Specialist (Service Owner) to own the end-to-end benefits administration experience for a strategic portfolio in a hybrid Waterloo, Ontario setting. You will serve as the primary contact for service-related matters, coordinating with product, operations, payroll and technology to drive service enhancements and client satisfaction.

Prior Group Benefits experience and strong relationship management are required; knowledge of

Qualifications

• Demonstrated Group Benefits experience is required.
• Strong Office 365 skills.
• Experience in finance/insurance industry with end-to-end client portfolio management.
• Knowledge of Group Benefits and AdminAdvantage is an asset.

Responsibilities

• Own the end-to-end client benefits administration experience within an assigned portfolio.
• Act as the primary point of contact for service-related matters and build relationships with internal stakeholders and clients.
• Monitor client milestones and lead initiatives to improve efficiency, quality, and satisfaction.
• Lead incident management and resolution efforts, coordinating with product, operations, payroll and technology teams.
• Contribute to continuous improvement and development of procedures and product enhancements.

Skills

Group Benefits experience

Office 365 skills

Client servicing

Leadership

Job description

Role Overview

Join a team that’s transforming benefits administration. At Manulife Group Benefits Operations, the AdminAdvantage team connects people, technology, and expert services to simplify benefits administration and deliver a seamless, impactful experience for our clients and their members. Our vision is to be the industry’s trusted partner for innovative benefits solutions. Given the complexity and strategic importance of the client portfolio assigned to this role, previous Group Benefits experience is required. The successful candidate will support strategic clients and must be comfortable managing complex client relationships, resolving operational issues, and partnering with multiple stakeholders to deliver exceptional service. As a Client Service Specialist (Service Owner), you’ll play a key role in driving results and building trusted relationships with clients who rely on us to manage their group benefits. If you thrive in a dynamic environment where change is constant and innovation is encouraged, we want to hear from you. We’re looking for a motivated and influential professional who’s passionate about delivering exceptional service and leading initiatives that make a difference.

Position Responsibilities

Own the end-to-end client benefits administration experience within an assigned portfolio, ensuring alignment with client expectations and business goals. Act as the primary point of contact for service-related matters, building strong relationships with internal stakeholders and assigned clients. Monitor client-specific milestones, and lead initiatives to improve efficiency, quality, and client satisfaction. Act as a project manager, collaborating with product, operations, payroll, and technology teams to support service enhancements and innovation. Lead incident management and resolution efforts, acting as a point of contact for escalated requests and ensuring timely communication to internal stakeholders and clients. Champion a culture of continuous improvement and operational excellence by assisting with procedure development and staying informed on product enhancements.

Required Qualifications

Demonstrated Group Benefits experience is required. The successful candidate will be supporting strategic clients and must possess a strong understanding of Group Benefits products, administration, and client servicing. Experience in the finance and/or insurance industry, including end-to-end management of client portfolios. Strong Office 365 skills.

Preferred Qualifications

Knowledge of Group Benefits and AdminAdvantage is an asset. Proven experience in service delivery, operations, or client management within a fast-paced, evolving environment. Strong leadership and communication skills, with the ability to influence and collaborate across teams. Analytical mindset with a focus on problem-solving. Passion for delivering exceptional client experiences and driving meaningful change. Ability to manage multiple priorities and adapt to shifting business needs.

Company Culture

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

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.

Equal Opportunity Employer

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].

Salary and Incentives

Referenced Salary Location Waterloo, Ontario 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.

Benefits

• 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. We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go.

Awards & Recognitions

• 2024 Gallup Exceptional Workplace Award Winner
• Manulife Named one of Forbes World’s Best Employers 2023
• Best Companies to Work for in Asia 2023
• We’ve been recognized as one of Canada’s Top 100 Employers (2024)
• Manulife included in Bloomberg’s 2023 Gender-Equality Index

Our ambition is to be the most digital, customer-centric global company in our industry. Learn more at https://www.manulife.com/.