Manager, AdminAdvantage Client Services

Manulife John Hancock; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

Manulife John Hancock in Toronto seeks a Manager, AdminAdvantage Client Services to lead a team of Client and Account Specialists delivering end-to-end client implementations and ongoing service for plan sponsors. You will shape service standards, oversee complex portfolio delivery, and ensure client outcomes and service excellence.

As a senior escalation point, you will drive cross-functional resolution, manage risks, and steer continuous improvement across AdminAdvantage operations,

Qualifications

• Post-secondary education in business, technology, or a related field.
• Extensive leadership experience managing teams in complex, high-volume, and client-focused environments.
• Deep understanding of Group Benefits, including plan design, enrolment processes, and related systems.

Responsibilities

• Lead, coach, and develop a team of Client and Account Specialists delivering client implementations and ongoing service.
• Provide strategic oversight of end-to-end delivery for AdminAdvantage clients, ensuring alignment to client expectations and service standards.
• Act as a senior escalation point for complex, high-risk issues impacting clients, products, or segments.
• Drive governance, risk management, and continuous improvement across AdminAdvantage operations.

Skills

Leadership

Client focus

Stakeholder management

Cross-functional collaboration

Education

Post-secondary education in business/tech

Equivalent experience

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 sys