Manager, Operational Controls - AdminAdvantage

Manulife • Waterloo, ON

5d • 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 consistent, powerful member and client experience. Our vision is to be recognized as the partner of choice within the industry for benefits administration services. The Manager, Operational Controls - AdminAdvantage is responsible for leading a team that will focus on designing, implementing, and overseeing the control framework that supports the AdminAdvantage program. This role ensures operational integrity, compliance with internal policies, risk mitigation, and continuous improvement across administrative activities. The Manager partners closely with business leaders to embed strong controls while enabling efficient and scalable processes. 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

• Demonstrated people‑leadership experience, including attracting talent, engaging employees, and driving team performance through coaching, motivation, and accountability.
• Proven ability to lead with integrity, build credibility, and model organizational values in day‑to‑day leadership practices.
• Strong relationship‑management and influencing skills, with the ability to partner effectively across leadership, operations, and cross‑functional teams.
• Solid proficiency with Office 365 and collaborative digital tools to support reporting, communication, and operational effectiveness.

Nice To Haves

• Strong knowledge of Group Benefits; experience with AdminAdvantage is considered an asset.
• Experience managing resources and capacity, including workload planning and scheduling in a dynamic operational environment.
• Demonstrated commitment to continuous improvement, including digitization, automation, innovation, and process optimization.
• Strong analytical and problem‑solving skills, with the ability to assess risk, identify root causes, and recommend practical solutions.
• Excellent communication skills, with the ability to convey complex information clearly to both technical and non‑technical audiences, including senior leadership.
• Ability to operate effectively in a fast‑paced, evolving environment and support teams through change.
• Strategic mindset with the ability to balance operational execution, risk management, and long‑term business impact.
• Proven collaboration and negotiation skills when working with multiple stakeholders and competing priorities.
• Bilingualism (English and French) is a strong asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

Responsibilities

• Providing leadership, motivation and support to controls team to ensure established objectives in service, quality and productivity are achieved.
• Through recruiting, coaching, mentoring, team building and development opportunities, build a high performing cohesive team that delivers quality service.
• Collaborate with AdminAdvantage leadership, operations teams, to embed controls into day-to-day processes.
• Identify, assess, and mitigate operational, compliance within AdminAdvantage activities.
• Support risk assessments, issue management, and remediation activities, ensuring timely and sustainable resolution.
• Provide guidance to stakeholders on control effectiveness, process risks, and control improvements.
• Influence change while balancing risk management with operational efficiency.
• Support the financial contribution of AdminAdvantage through effective management of employee productivity and other expense control mechanisms
• Ensure controls are effectively designed, implemented, and operating as intended.
• Foster a culture of accountability, continuous improvement, and partnership.
• Use data and insights to identify trends, root causes, and opportunities for process and control enhancements.
• Drive automation, standardization, and efficiency in control activities where possible.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed