Manager – Plan Member Administration

The Plan Member Administration team plays a crucial role in the Manulife Group Benefits organization by integrating people, technology, and expert services. Our mission is to simplify benefits administration and offer a seamless, impactful experience for both members and clients. We aspire to be the industry's partner of choice for benefits administration services.

As a leader within our global team, you will support Group Benefits clients across diverse markets, ensuring exceptional benefits, administration and customer service. Our clients entrust us with managing their group benefits, and you will be an integral part of a team dedicated to delivering outstanding results to both clients and members.

If you thrive in a fast-paced, dynamic environment where each day presents new challenges and innovative ideas are welcomed, we want to hear from you! Join us in shaping the future of benefits administration and making a meaningful impact on our clients and members.

Position Responsibilities:

• Leadership and Team Development: Lead and motivate a team of specialists and supervisors, fostering cohesion through recruitment, coaching, mentoring, and development to achieve service, quality, and productivity goals.

• Client Engagement and Relations: Act as the primary contact for internal and external client inquiries, identify their needs, and develop action plans to ensure a positive experience, in collaboration with the Regional Governance Office, the Contact Center, and the global team.

• Global and Operational Coordination: Coordinate services with global teams and support groups to meet or exceed expectations, and manage planning, scheduling, and process quality to ensure efficiency and effectiveness.

• Automation and Continuous Improvement: Identify and support automation opportunities to enhance efficiency, and participate in continuous improvement projects to optimize service, reduce costs, and improve employee experience.

• Financial and Collaborative Management: Optimize productivity and operations to support financial performance and collaborate with teams to effectively resolve client concerns on the first interaction.

Required Qualifications:

• Leadership and Integrity: Demonstrated leadership skills with the ability to work independently. You are recognized for attracting talent, motivating teams, fostering employee engagement, and acting with integrity while embodying company values.

• Client Focus and Satisfaction: Prioritize customer satisfaction and experience, supporting service level agreements, and ensuring that both external and internal clients are central to your efforts by providing customer-centred solutions.

• Change Management and Project Implementation: Strong skills in change management with the capability to manage and implement complex projects, constantly driving improvement and innovation through digitalization and automation.

• Communication and Collaboration: Excel in communication by bridging technical and non-technical discussions, presenting strategies to management, and collaborating and negotiating effectively with stakeholders, even under pressure.

• Adaptability and Strategic Thinking: Quickly learn new concepts and technologies, demonstrate resilience and adaptability to change, think strategically and conceptually, balance risks, manage resources efficiently, and possess strong Office 365 skills.

Preferred Qualifications:

• Strong knowledge of group benefits and/or plan member administration with 5-7 years of industry experience.

• Bachelor's degree in a business-related field and 1-3 years of management experience.

• Demonstrated leadership ability and strong change management skills.

• Proven ability to manage and implement complex projects while prioritizing and multitasking effectively.

• Passion for client-centric solutions and ability to work independently.

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.

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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.

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.