Implementation Manager

The Implementation Manager (IM) supports distribution partners in delivering value-added benefits and excellent service to Consultants and Plan Sponsors during various project phases. The role involves collaboration with internal teams like Operations, Underwriting, and Distribution. Leveraging industry knowledge, the IM provides superior service and represents Manulife in client meetings, promoting the use of Manulife’s digital tools. Strong relationship management skills are crucial for building connections with Clients, Consultants, and sales teams.

In-depth knowledge of Group Benefits products and services is essential, as are negotiating and influencing skills for collaborating internally and externally. The IM must also have strong project and time management skills to meet implementation deliverables and ensure client satisfaction. Effective presentation skills, both in-person and virtually, are necessary.

Position Responsibilities:

Relationship Management - 30%

• Support distribution partners in acquiring new business and during implementation/project meetings.

• Serve as the primary client contact during implementation, ensuring needs and timelines are met.

• Coordinate and facilitate all client and internal project meetings, maintaining action items and minutes.

• Delegate and follow up on implementation tasks with internal teams, escalating issues as needed.

Consultation - 35%

• Provide expertise on Manulife’s digital tools, promoting adoption among plan members.

• Participate in the presale/finalist process, offering input and support.

• Work with clients to clarify requirements and establish task delivery dates.

• Optimize plan activities, offering recommendations on design, service, and administration needs.

Project Management - 35%

• Create and adjust implementation schedules, assessing risks and impacts of changes.

• Ensure smooth project execution, meeting client expectations and managing resources.

• Track project status, manage costs, and ensure appropriate approvals for scope changes.

• Conduct client satisfaction surveys post-implementation.

Required Qualifications:

• Minimum five years of work experience in Group Benefits and/or account management.

• Thorough knowledge of Group Benefits products and services.

• Previous experience in a project management role/approach. (PMP is an asset)

• Proficiency in all Microsoft Office products.

Preferred Qualifications:

• Bilingual (French & English) is preferred - If the successful candidate is bilingual, they will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

• Ability to influence decision-makers at all levels and drive issues through the organization.

• Strong critical thinking skills to analyze quantitative and qualitative data and make strategic recommendations for effective plan design.

• Excellent customer-facing skills, including expectation management, communication, and information management.

• Strong organizational and time management skills, with demonstrated experience in presentations and negotiating commitments.

• Must possess a valid driver’s license and have access to a personal automobile.

When you join our team:

• 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.

#LI-HYBRID

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Referenced Salary Location

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.