Service Owner - AdminAdvantage

Manulife•Waterloo, ON

1d•CA$59,700 - CA$99,500•Hybrid

About The Position

The AdminAdvantage Administration team within the Manulife Group Benefits organization links people, technology, and expert services to simplify benefits administration and provide a consistent, powerful member and client experience. Our vision is to be recognized as the partner of choice within the industry for benefits solutions and benefits administration services. Our clients trust the administration of their group benefits to us, and you will be part of a team that delivers outstanding results to those clients and our members. If you enjoy working in a fast-paced, changing environment where every day brings something new and innovative ideas are encouraged, you may be the candidate we are looking for ! Plan Sponsor Administration is seeking a Client Service Specialist to join our AdminAdvantage team. The successful candidate will be a highly motivated, influential, and passionate professional who is committed to building proven relationships while delivering on initiatives in a fast-paced and changing environment.

Requirements

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.
Strong analytical and problem-solving skills, with the ability to multi-task and work in a high-volume, deadline-oriented environment.
Demonstrating strong judgement in balancing business risk with delivering on results and possessing strong Office 365 skills.

Nice To Haves

Handling a dedicated portfolio of clients in a fast-paced environment, applying technical industry knowledge and adapting to technology.
Extensive knowledge of Group Benefits and AdminAdvantage is an asset.
Proactively taking action to address problems and driving continuous improvement through digitization, innovation, and automation.
Prioritizing customer satisfaction, clear communication, resilience, and collaboration with various stakeholders.

Responsibilities

Lead end-to-end client experience within the assigned portfolio, engaging directly with clients to anticipate and respond to their needs.
Collaborate with internal team members and stakeholders to resolve client issues and provide counsel.
Take ownership of implementing Benefits Administration on our online platform and participate in implementation and re-enrollment project meetings.
Act as a project manager and attend training to stay current with system and product enhancements.
Assist with procedure development and act as the point of contact for escalated requests from internal and external customers.
Identify client needs and perceptions, developing action plans to ensure a positive client and member experience.