Client service specialist - adminadvantage

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

Job summary

Manulife in Waterloo, Ontario, is seeking a Client Service Specialist (Service Owner) to manage end-to-end benefits administration for a strategic client portfolio and cultivate trusted relationships with clients and internal teams.

You will coordinate with product, operations, payroll, and technology, manage incidents, and drive service improvements in a fast-paced, evolving environment. This hybrid role offers a competitive CAD salary and inclusive, flexible work arrangements.

Qualifications

• Demonstrated Group Benefits experience is required and you will support strategic clients.
• Experience in finance and/or insurance industry, including end-to-end management of client portfolios.
• Strong Office 365 skills.

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.

Skills

Group Benefits experience

Client servicing

Stakeholder management

Tools

Office 365

Job description

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.

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

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.

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.