Client Service Specialist - AdminAdvantage

Manulife Financial; Southwestern Ontario; Hybrid; CAD 59,000 - 99,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Mental health support

Vision care

Disability insurance

Life and AD&D insurance

Retirement savings plan

Generous paid time off

Job summary

Manulife Group Benefits Operations is seeking a Client Service Specialist (Service Owner) to own the end-to-end benefits administration experience for an assigned portfolio. You will act as the primary contact for service-related matters, build trusted relationships, and drive initiatives to improve efficiency and client satisfaction.

Join a dynamic team in a hybrid work arrangement, collaborating with product, operations, payroll, and technology to support service enhancements and innovation

Qualifications

• Experience in finance/insurance industry preferred.
• End-to-end client portfolio management experience is a plus.

Responsibilities

• Own end-to-end client benefits administration within an assigned portfolio.
• Serve as primary point of contact for service-related matters with internal stakeholders and clients.
• Monitor milestones and lead initiatives to improve efficiency, quality, and client satisfaction.
• Collaborate with product, operations, payroll, and technology teams to support service enhancements.
• Lead incident management and escalation communications.
• Foster continuous improvement and operational excellence through procedures and product knowledge.

Skills

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.

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:

• Experience in the finance and/or insurance industry, including end-to-end management of client portfolios.
• Strong Office 365skills.

Preferred Qualifications:

• Knowledgeof GroupBenefitsandAdminAdvantageisan asset.
• Provenexperiencein servicedelivery, operations, or client managementwithinafast-paced,evolvingenvironment.
• Strong leadership and communicationskills,withtheabilitytoinfluence andcollaborateacrossteams.
• Analyticalmindsetwitha focus onproblem-solving.
• Passion fordeliveringexceptionalclientexperiencesanddrivingmeaningfulchange.
• Abilitytomanagemultipleprioritiesandadapttoshiftingbusinessneeds.

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.

The role being advertised is an existing vacancy.

マニュライフとジョン・ハンコックについて

マニュライフ・ファイナンシャル・コーポレーションは、「あなたの未来に、わかりやすさを」を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、 https://www.manulife.co.jp/lをご覧ください。

マニュライフは機会均等を是とする雇用主です

マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。

雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、[e-mail]までご連絡をお願いします。

Referenced Salary Location

Waterloo, Ontario

Working Arrangement

ハイブリッド勤務

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.