Service Owner - AdminAdvantage

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Job Description

The AdminAdvantage Administration 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 solutions and benefits administration services.

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 !

Responsibilities

• Accountable for managing end-to-end experience for clients within the assigned portfolio.

• Engage directly with clients to anticipate or respond to their needs and provide options and resolutions.

• Engage and collaborate with internal team members and stakeholders to resolve client issues and to proactively provide counsel.

• Manage relationships with clients and own the implementation of their Benefits Administration on our online platform.

• Participate in internal and external implementation and re-enrolment project meetings.

• Act in a project manager role and have ownership of re-enrolment projects.

• Attend training as required to stay current with system and product enhancements and process changes or improvements.

• Assist with procedure development and management.

• 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.

How will you create impact?

Plan Sponsor Administration is looking for a Service Owner to join our AdminAdvantage Administration 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.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.

• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.

• You thrive in teams and enjoy getting things done together.

• You take ownership and build solutions, focusing on what matters.

• You do what is right, work with integrity and speak up.

• You share your humanity, helping us build a diverse and inclusive work environment for everyone

What we are looking for

• Experience managing a dedicated portfolio of clients/customers in a demanding and fast-paced environment.

• Demonstrated ability to apply technical industry knowledge to day-to-day issues and can adapt to technology.

• Strong analytical/problem-solving skills.

• Demonstrated ability to multi-task and work in a high-volume, deadline-oriented, fast-paced environment.

• Comprehensive knowledge of Group Benefits and AdminAdvantage is an asset.

• Moves quickly to take action to address problems, even in new and ambiguous situations.

• 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.

• You are resilient, can adapt to change and lead others through change.

• You have a proven ability to collaborate and influence with various stakeholders with competing priorities, and you maintain your composure and best-self during challenging times or challenging interactions.

• You display strong judgement in balancing business risk with delivering on results.

• Strong Office 365 skills

What can we offer you?

• A competitive salary and benefits packages.

• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

• A focus on growing your career path with us.

• Flexible work policies and strong work-life balance.

• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture: We lead with our Values every day and bring them to life together.

• Boundless opportunity: We create opportunities to learn and grow at every stage of your career.

• Boundless opportunity: We invite you to help redefine the future of financial services.

• Delivering the promise of Diversity, Equity and Inclusion: We foster an inclusive workplace where everyone thrives.

• Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.

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About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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.

The annual base salary for this role is listed below.

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.