Client Service Specialist - AdminAdvantage

manulife; Southwestern Ontario; Hybrid; CAD 65,000 - 85,000; Full time

Benefits offered by this job

Hybrid work environment

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 client portfolio. You will manage complex client relationships, resolve operational issues, and collaborate with cross-functional teams including product, operations, payroll, and technology.

In this hybrid role, you will lead initiatives to improve efficiency and client satisfaction while championing continuous improvement and

Qualifications

• Demonstrated Group Benefits experience is required.
• Experience in the 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

Finance/Insurance industry experience

Office 365 skills

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.

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