PMA Controls Associate

Manulife; Southwestern Ontario; Hybrid; CAD 38,000 - 64,000; Full time

Job summary

A leading financial services provider in Southwestern Ontario seeks a PMA Controls Associate to manage eligibility updates and ensure smooth operations in benefits administration. This role involves investigating discrepancies and supporting a customer-first approach. Candidates should have at least 3 years of experience in customer service or benefits administration and strong analytical skills. The position offers a hybrid work arrangement with competitive salary options.

Benefits

Health and dental benefits

Retirement savings plans

Paid time off and wellness benefits

Qualifications

• Minimum 3 years of experience in customer service or benefits administration.
• Strong communication skills to collaborate with teams.
• Experience in troubleshooting and resolving issues.

Responsibilities

• Manage day-to-day eligibility updates including terminations.
• Investigate and resolve discrepancies identified through control reports.
• Collaborate with internal teams for issue resolution.

Skills

Customer service experience

Proficiency with Microsoft Office

Written and verbal communication

Analytical skills

Education

High school diploma or equivalent

Job description

As a PMA Controls Associate, you’ll play a key role in supporting Group Benefits operations by managing eligibility updates identified through control reports. This role is central to ensuring a seamless customer experience and contributes directly to our mission of providing world-class benefits administration. You’ll thrive in a dynamic, fast-paced environment where innovation and continuous improvement are encouraged.

Position Responsibilities

• Review and action eligibility fallout identified through control reports

• Manage day-to-day eligibility updates including terminations, changes, and retirements

• Investigate and resolve discrepancies, identifying root causes and recommending preventive solutions

• Collaborate with internal teams to ensure accurate and timely resolution of issues

• Maintain documentation and tracking of control report outcomes and remediation efforts

Required Qualifications

• Minimum 3 years of experience in customer service, benefits administration, or operational controls

• Proficiency with Microsoft Office applications and communication tools

• Strong written and verbal communication skills

• Proven ability to manage multiple priorities in a fast-paced environment

• High school diploma or equivalent (post-secondary education an asset)

Preferred Qualifications

• Experience working with control reports or audit processes

• Demonstrated ability to troubleshoot and resolve complex issues

• Strong analytical and problem-solving skills

• Ability to adapt to change and drive continuous improvement

• Collaborative and approachable team player with a customer-first mindset

• Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

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.

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

$38,250.00 CAD - $63,750.00 CAD

If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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.