Manager, adminadvantage client services

Société Financière Manuvie; Toronto; Hybrid; CAD 93,000 - 143,000; Full time

Benefits offered by this job

Flexible work environment

Well-being and inclusion

Global team exposure

Job summary

Manuvie in Toronto, Ontario is seeking a Manager, AdminAdvantage Client Services to lead a team of Client and Account Specialists delivering end-to-end admin advantage experiences for plan sponsors. You will guide complex client implementations, enrolments, and ongoing service delivery with focus on client outcomes, service excellence, and scalable execution.

This role also acts as senior escalation point, drives cross-functional resolution, and shapes governance and continuous improvement

Qualifications

• Post-secondary education in business, technology, or related field, or equivalent experience.
• Extensive leadership experience managing teams in complex, high-volume, client-focused environments.
• Deep understanding of Group Benefits, including plan design and enrolment processes.
• Proficiency with Microsoft Office 365 tools.

Responsibilities

• Lead, coach, and develop a team of Client and Account Specialists delivering client implementations and ongoing service.
• Set direction and elevate capability across the team for managing complexity, risk, and high-impact client relationships.
• Oversee workforce planning and resource allocation across client portfolios.
• Drive a high-performance culture with accountability for service quality and client outcomes.
• Act as a senior escalation point for complex, high-risk issues impacting clients and services.
• Lead cross-functional resolution efforts, coordinating internal stakeholders to address systemic issues.
• Drive governance frameworks and best practices to ensure consistent service delivery across portfolios.
• Identify opportunities to standardize processes and drive improvements across AdminAdvantage operations.

Skills

Leadership

Group Benefits

Office 365

Education

Post-secondary education in business/tech or related field

Tools

Microsoft Office 365

Job description

The Manager, AdminAdvantage Client Services, is responsible for leading a team of Client and Account Specialists delivering the end-to-end AdminAdvantage experience for Manulife’s plan sponsors. This role provides leadership, direction, and oversight to ensure seamless execution of highly complex client implementations, enrolments, and ongoing service delivery, with a strong focus on client outcomes, service excellence, and operational consistency.

Acting as a senior escalation point, the role leads the resolution of complex, high-impact issues and drives cross-functional alignment to protect client relationships and business outcomes. The Manager is accountable for the overall performance and consistency of service delivery, ensuring alignment to service standards and enabling scalable, reliable execution across client portfolios and varying levels of complexity. The role also contributes to the broader AdminAdvantage operating model by shaping service standards, influencing best practices, and driving consistency and performance across the organization.

Position Responsibilities:

Team Leadership & Delivery (30%)

• Lead, coach, and develop a team of Client and Account Specialists responsible for delivering client implementations and ongoing service
• Set direction and elevate capability across the team, ensuring strong expertise in managing complexity, risk, and high-impact client relationships
• Oversee workforce planning and resource allocation across client portfolios, balancing capacity, capability, and business priorities
• Drive a high-performance culture with strong accountability for service quality, client outcomes, and operational excellence

Client Service Delivery & Oversight (20%)

• Provide strategic oversight of end-to-end delivery for AdminAdvantage clients, ensuring alignment to client expectations, contractual obligations, and service standards
• Ensure consistency and quality of client engagement, communications, and deliverables across client portfolios
• Support and guide team members in managing client structures, re-enrolments, and non-standard solutions
• Maintain visibility of portfolio health, proactively identifying risks and intervening where required to ensure successful outcomes

Escalation & Issue Resolution Leadership (25%)

• Act as a senior escalation point for complex, high-risk issues impacting clients, products, or segments
• Lead cross-functional resolution efforts, coordinating internal stakeholders to address systemic issues and minimize client and operational impact
• Provide strategic direction on issue resolution, balancing client needs, operational constraints, and business priorities
• Drive root cause analysis and ensure implementation of scalable, preventative solutions across the broader organization

Service Governance & Risk (15%)

• Establish and enforce governance frameworks, standards, and best practices to ensure consistent, high-quality service delivery across client portfolios
• Lead cross-functional alignment across AdminAdvantage, Distribution, Underwriting, IT, and Operations to enable seamless end-to-end service execution
• Own the identification, escalation, and resolution of systemic issues impacting service performance, coordinating stakeholders to drive timely and effective outcomes
• Drive root cause analysis and implement scalable, preventative solutions to improve service stability and reduce recurring issues
• Anticipate and manage risks across portfolios, ensuring proactive mitigation strategies and consistent application of risk and escalation frameworks
• Influence and drive improvements to operating models, processes, and tools to enhance scalability, consistency, and overall service effectiveness

Continuous Improvement & Strategy (10%)

• Drive and influence continuous improvement initiatives that enhance performance, scalability, and client experience across AdminAdvantage Operations
• Identify opportunities to standardize and simplify complex processes while maintaining flexibility for clients
• Contribute to the development of operational strategies, service models, and best practices for the broader organization
• Ensure adoption and sustainment of improvements across teams, embedding change at scale

Shared Responsibilities:

• Partner with leaders across AdminAdvantage, Distribution partners, Underwriting, and other key stakeholders to address challenges and improve end-to-end service delivery
• Promote a culture of accountability, continuous learning, and client-centricity across teams and stakeholder groups
• Contribute to organizational priorities, transformation initiatives, and strategic programs by influencing direction and ensuring alignment to business objectives

Required Qualifications:

• Post-secondary education in business, technology, or a related field, or equivalent experience
• Extensive leadership experience managing teams in complex, high-volume, and client-focused environments
• Deep understanding of Group Benefits, including plan design, enrolment processes, and system capabilities
• Proficiency with Microsoft Office 365 tools

Preferred Qualifications:

• Demonstrated experience overseeing large-scale, complex client implementations and service delivery across multiple clients or segments
• Strong expertise in project management, business analysis, and system implementation in complex environments
• Proven ability to influence and lead cross-functional stakeholders at senior levels
• Strong analytical and strategic capability, including use of data and insights to drive decisions and improvements
• Leadership & Organizational Development: Builds and leads high-performing teams; develops capability and leadership depth across the function
• Client Focus & Strategic Relationship Management: Drives exceptional client outcomes and leads resolution of complex escalations impacting AdminAdvantage clients
• Strategic Thinking & Enterprise Decision-Making: Applies broad business perspective to influence decisions and outcomes at a portfolio and organizational level
• Communication & Stakeholder Management: Influences and aligns stakeholders across functions and levels
• Problem Solving & Systems Thinking: Leads resolution of complex, systemic issues through data-driven insights and cross-functional collaboration
• Change Leadership & Transformation: Leads and enables change across teams, driving adoption of new ways of working at scale
• Collaboration & Enterprise Influence: Builds strong networks and influences across teams to achieve organizational objectives
• Operational Strategy & Excellence: Shapes and drives improvements to operating models, governance, and delivery frameworks

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

Le poste annoncé correspond à une vacance existante.

À propos de Manuvie et de John Hancock

La Société Financière Manuvie est un chef de file mondial des services financiers qui aide les gens à prendre leurs décisions plus facilement et à vivre mieux. Pour en apprendre plus à notre sujet, rendez vous à l’adresse www.manuvie.com.

Manuvie est un employeur qui souscrit au principe de l’égalité d’accès à l’emploi

Chez Manulife/John Hancock nous valorisons notre diversité. Nous nous efforçons d’attirer, de perfectionner et de maintenir une main d'oeuvre qui est aussi diversifiée que nos clients, et de favoriser la création d’un milieu de travail inclusif qui met à profit la diversité de nos employés et les compétences de chacun. Nous nous engageons à assurer un recrutement, une fidélisation, une promotion et une rémunération équitables, et nous administrons toutes nos pratiques et tous nos programmes sans discrimination en raison de la race, de l’ascendance, du lieu d’origine, de la couleur, de l’origine ethnique, de la citoyenneté, de la religion ou des croyances ou des convictions religieuses, du genre (y compris grossesse et affection liée à une grossesse), de l’orientation sexuelle, des caractéristiques génétiques, du statut d’ancien combattant, de l’identité de genre, de l’expression de genre, de l’âge, du statut matrimonial, de la situation de famille, d’une invalidité ou de tout autre motif protégé par la loi applicable.

Nous nous sommes donné comme priorité d’éliminer les obstacles à l’accès égalitaire à l’emploi. C’est pourquoi un représentant des Ressources humaines collaborera avec le candidat qui demande accommodement raisonnable pendant le recrutement. Tous les renseignements communiqués pendant le processus de demande d’accommodement seront stockés et utilisés conformément aux lois et aux politiques applicables de Manuvie. Pour demander une mesure d’accommodement raisonnable dans le cadre du recrutement, écrivez à [e-mail].

Région de référence du salaire

Toronto, Ontario

Modalités de travail

Hybride

L’échelle salariale devrait se situer entre

$92,900.00 CAD - $142,900.00 CAD

Les employés ont également la possibilité de participer à des programmes incitatifs et de recevoir une rémunération liée à la performance de l’entreprise et des individus. Le salaire réel variera selon les conditions du marché local, la région géographique et les facteurs propres au poste, tels que les connaissances, les compétences, les qualifications, l’expérience et la formation. Si vous postulez à ce poste en dehors de votre lieu principal, veuillez contacter [e-mail] pour connaître la fourchette salariale applicable à votre région.

Manuvie offre aux employés admissibles une vaste gamme d’avantages sociaux personnalisables, notamment une assurance soins médicaux, soins dentaires, santé mentale, soins de la vue, invalidité de courte et de longue durée, assurance vie et assurance DMA, assurance adoption, de maternité de substitution et de soins médicaux non urgents ainsi que des programmes d’aide aux employés et leur famille. Nous proposons également aux employés admissibles différents regimes d’épargne-retraite (y compris des regimes de rente et un programme international d’actionnariat assortie de cotisations patronales de contrepartie) ainsi que des ressources en matière d’éducation et de conseils financiers. Notre généreux programme de congés rémunérés au Canada comprend les jours fériés, les congés annuels, les congés personnels et les congés de maladie, et nous offrons toute la gamme des congés autorisés prévus par la loi. Si vous posez votre candidature à ce poste aux États-Unis, veuillez écrire à [e-mail] pour obtenir de plus amples renseignements sur les dispositions relatives aux congés rémunérés spécifiques aux États-Unis.

Nous utilisons des technologies de données et d’analytique, telles que l’intelligence artificielle (IA), ainsi que des outils de traitement automatisé pour analyser et traiter les renseignements que vous nous fournissez ou que des tiers nous transmettent dans le cadre du processus de demande. Pour en savoir plus, veuillez consulter notre énoncé sur la collecte de renseignements personnels.