BIlingual Client Service Specialist – AdminAdvantage

Manulife•Waterloo, ON

2d•CA$56,175 - CA$93,625•Hybrid

About The Position

Join a team that’s transforming benefits administration. At Manulife Group Benefits Operations, the AdminAdvantage team connects people, technology, and expert services to simplify benefits administration and deliver a seamless, impactful experience for our clients and their members. Our vision is to be the industry’s trusted partner for innovative benefits solutions. As a Service Owner (Client Service Specialist), you’ll play a key role in driving results and building trusted relationships with clients who rely on us to manage their group benefits. If you thrive in a dynamic environment where change is constant and innovation is encouraged, we want to hear from you. We’re looking for a motivated and influential professional who’s passionate about delivering exceptional service and leading initiatives that make a difference.

Requirements

Strong Office 365 skills.
Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

Nice To Haves

Proven experience in service delivery, operations, or client management within a fast-paced, evolving environment.
Strong leadership and communication skills, with the ability to influence and collaborate across teams.
Analytical mindset with a focus on problem-solving.
Passion for delivering exceptional client experiences and driving meaningful change.
Ability to manage multiple priorities and adapt to shifting business needs.
Knowledge of Group Benefits and outsourced benefits administration is an asset.

Responsibilities

Own the end-to-end client benefits administration experience within an assigned portfolio, ensuring alignment with client expectations and business goals.
Act as the primary point of contact for service-related matters, building strong relationships with internal stakeholders and assigned clients.
Monitor client-specific milestones, and lead initiatives to improve efficiency, quality, and client satisfaction.
Act as a project manager, collaborating with product, operations, payroll, and technology teams to support service enhancements and innovation.
Lead incident management and resolution efforts, acting as a point of contact for escalated requests and ensuring timely communication to internal stakeholders and clients.
Champion a culture of continuous improvement and operational excellence by assisting with procedure development and staying informed on product enhancements.