Supervisor, plan member administration

Société Financière Manuvie; Waterloo; Hybrid; CAD 57,000 - 97,000; Full time

Job summary

A leading financial services provider is seeking a Supervisor in GB Member Operations in Waterloo. This role involves overseeing a new Controls Team and requires strong coaching skills along with a commitment to operational excellence. Ideal candidates will have experience in Group Benefits and a solution-focused mindset. This position offers a hybrid working arrangement and competitive salary based on market conditions.

Benefits

Health and dental benefits

Life and AD&D insurance

Generous paid time off program

Qualifications

• Strong understanding of operational controls and reporting.
• Detail-oriented and committed to service excellence.
• Solution-focused mindset approach to challenges.

Responsibilities

• Provide leadership and support to global team members.
• Lead team in managing control reports and driving operational integrity.
• Collaborate with internal teams to resolve inquiries.

Skills

Operational controls understanding

Detail-oriented

Solution-focused mindset

Effective communication

Adaptability

Office 365 proficiency

Education

Experience in Group Benefits

Supervisory experience (1-3 years)

Global team leadership experience

Tools

Office 365

Job description

Overview

Join Our Team as a Supervisor in GB Member Operations. We are seeking a proactive and collaborative Supervisor to join our Plan Member Administration team within Manulife Group Benefits. This role is ideal for a people-focused leader who thrives in a fast-paced, global environment and is passionate about coaching teams and driving operational excellence.

The Plan Member Administration team integrates people, technology, and expert services to simplify benefits administration and deliver a seamless experience to our members and clients. Our goal is to be the industry’s partner of choice for benefits administration services.

As a Supervisor, you will oversee a newly developed Controls Team, responsible for managing control reports and leading proactive initiatives that strengthen operational integrity and enhance service delivery. You will also help support a global team of frontline staff, including Member Set-up Specialists, Electronic File Analysts, and Benefits Administrators. This role requires strong coaching skills, a keen eye for process improvement, and the ability to foster team engagement across geographies.

Position Responsibilities

• Provide day-to-day leadership, guidance, and support to global team members.
• Lead the Controls Team in managing control reports and driving operational integrity.
• Monitor team performance and support planning and quality control.
• Collaborate with internal teams to resolve member and client inquiries.
• Identify and support automation and process improvement initiatives.

Required Qualifications

• Strong understanding of operational controls and reporting.
• You are detail-oriented and committed to service excellence.
• You approach challenges with a solution-focused mindset.
• You communicate effectively across diverse audiences.
• You are adaptable and proficient with Office 365 tools.

Preferred Qualifications

• Experience in Group Benefits and Plan Member Administration.
• 1-3 years supervisory or team lead experience.
• You have experience leading teams and fostering development.
• Experience working with global teams.
• 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.

#LI-Hybrid

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 our story page. 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, 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

$57,675.00 CAD - $96,125.00 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.