Senior Director, Client Services & Delivery

Manulife/John Hancock; Toronto; Hybrid; CAD 93.000 - 143.000; Vollzeit

Zusammenfassung

Manulife/John Hancock in Toronto invites an experienced leader to guide a team of Client and Account Specialists through end-to-end client implementations and ongoing service. You will set direction, manage complexity, risk, and high-impact relationships in a hybrid work environment.

The role focuses on governance, risk management, and continuous improvement across AdminAdvantage and related functions, with a strong emphasis on collaboration, accountability, and delivering exceptional client

Qualifikationen

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

Aufgaben

• 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.
• Provide strategic oversight of end-to-end delivery for AdminAdvantage clients, ensuring alignment to client expectations, contractual obligations, and service standards.
• 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.
• Establish and enforce governance frameworks, standards, and best practices to ensure consistent, high-quality service delivery across client portfolios.
• 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.
• 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.
• Partner with leaders across AdminAdvantage, Distribution partners, Underwriting, and other key stakeholders to address challenges and improve end-to-end service delivery Promotes a culture of accountability, continuous learning, and client-centricity across teams and stakeholder groups

Kenntnisse

Leadership experience

Client relationship management

Group Benefits knowledge

Cross-functional collaboration

MS Office / Office 365

Bilingual (French & English)

Ausbildung

Post-secondary education in business, technology, or related field

Tools

Microsoft Office 365

CRM systems

Jobbeschreibung

Manulife/John Hancock in Toronto invites an experienced leader to guide a team of Client and Account Specialists through end-to-end client implementations and ongoing service. You will set direction, manage complexity, risk, and high-impact relationships in a hybrid work environment.

The role focuses on governance, risk management, and continuous improvement across AdminAdvantage and related functions, with a strong emphasis on collaboration, accountability, and delivering exceptional client