Manager – AdminAdvantage Operations

Manulife•Waterloo, ON

9d•Hybrid

About The Position

GB Operations is looking for a manager to join our AdminAdvantage team. The successful candidate will be a highly motivated, influential and passionate professional who is committed to building solid relationships while delivering on initiatives in a fast-paced and changing environment. The AdminAdvantage Operations 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 administration services. You will be leading a team that supports large corporate clients, coordinating efforts to provide world class benefits administration and customer service. 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!

Requirements

You are an experienced, sought-after leader with a proven track record of attracting talent, motivating your team and driving employee engagement
You are comfortable creating and managing resource assignments/scheduling
Strong Office 365 skills

Nice To Haves

You are an approachable leader who acts with integrity and lives our values
Successful experience supporting client Service Level Agreements, including intraday, daily, weekly and monthly targets
Comprehensive knowledge of Group Benefits and AdminAdvantage is an asset
You learn fast. You pick up new ideas, concepts, technologies, and tools easily
You are dedicated to continuous improvement, including digitization, innovation and automation
You are accountable – you make it happen, you own it and you find solutions
You strive to delight customers, their needs and their experience in doing business with us. You put the customer at the center of everything you do; and you treat our internal customers just the same
You are a master communicator – you can clearly articulate business needs between technical and non-technical resources as well as present strategy and vision to senior management
You are resilient, can adapt to change and lead others through change
You are a strategic thinker with the ability to think conceptually beyond day-to-day business realities and to effectively consider downstream impacts
You have a proven ability to collaborate and negotiate with various stakeholders with competing priorities, and you maintain your composure and best self during challenging times or challenging interactions
You take care in balancing risk
You’re comfortable driving solution progress forward – even when your team doesn’t have all the answers yet

Responsibilities

Providing leadership, motivation and support to a operations team to ensure established objectives in service, quality and productivity are achieved.
Through recruiting, coaching, mentoring, team building and development opportunities, build a highly performing cohesive team that delivers quality service.
Act as the point of contact for escalated requests from both internal and external customers.
Identify client needs, issues and perceptions and develop action plans to ensure a positive client and member experience
Coordinate service in partnership with all global teams and support groups to meet or exceed service expectations
Coordinate operational functions such as scheduling, planning, processes and quality controls, across multiple teams globally
Seek out new opportunities and participate directly in continuous improvement projects.
Identify service, cost and employee experience improvement opportunities and create plans of action to address these
Support the financial contribution of AdminAdvantage through effective management of employee productivity and other expense control mechanisms
Work closely with the RGO, Service Owners and global team members in order to completely understand and address client concerns and issues the first time, every time

Benefits

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.
opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.
health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage
adoption/surrogacy and wellness benefits
employee/family assistance plans
various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
financial education and counseling resources
generous paid time off program in Canada includes holidays, vacation, personal, and sick days
full range of statutory leaves of absence