Supervisor, GB Operations

Manulife • Waterloo, ON

35d • Hybrid

About The Position

The Group Benefits Operations team is currently seeking a Supervisor to join their team. The successful candidate will be a highly motivated, influential, and passionate professional, committed to building strong relationships while driving initiatives in a fast‑paced and constantly evolving environment. The Group Benefits Member Operations Supervisor will lead a team that provides administrative support to our group benefits clients, coordinating efforts to deliver world‑class administration and customer service. Our clients rely on us to manage their group benefits programs, and you will be part of a team that delivers outstanding results to both our clients and members. The Supervisor is responsible for providing leadership, guidance, and mentorship to the team while fostering a positive work environment. The successful candidate will ensure the department’s service and quality goals and commitments are met through coaching, monitoring, and providing feedback to the team. In addition, you will be expected to build and maintain strong relationships with internal and external stakeholders to meet or exceed service level commitments and identify opportunities to enhance the quality of service provided to our client base. If you enjoy working in a fast‑paced environment where every day brings something new and innovative ideas are encouraged, you may be the candidate we’re looking for!

Requirements

• Support AdminAdvantage’s financial efficiency through effective productivity management and other expense‑control mechanisms.

Nice To Haves

• An approachable leader who upholds strong values and consistently acts with integrity.
• Proven experience supporting service‑level agreements across various intervals (intra‑day, daily, weekly, and monthly).
• In‑depth knowledge of group benefits is considered an asset.
• Ability to deliver an exceptional client experience by understanding and meeting their needs, prioritizing customer satisfaction, and treating internal clients fairly.
• Ability to move forward even without all the answers, demonstrating resourcefulness and comfort in solution‑finding.

Responsibilities

• Manage the day‑to‑day operations of the Group Benefits Member Operations team, including resource management, coaching, and motivating staff through regular feedback, recognition, and identifying development opportunities.
• Act as a point of contact for escalated inquiries from both internal and external clients.
• Identify client needs, issues, and perceptions, and develop action plans to ensure a positive client and member experience.
• Coordinate operational functions such as planning, processes, and quality controls across multiple global teams.
• Seek out new opportunities and participate directly in continuous improvement initiatives.
• Identify opportunities to improve service, reduce costs, and enhance employee experience, and create action plans to address them.
• Support AdminAdvantage’s financial efficiency through effective productivity management and other expense‑control mechanisms.
• Support AdminAdvantage’s financial efficiency through effective productivity management and other expense‑control mechanisms.

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.
• 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.

What This Job Offers

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