Manager, Adminadvantage Client Services

The Manager, AdminAdvantage Client Services, is responsible for leading a team of Client and Account Specialists delivering the end-to-end AdminAdvantage experience for Manulife’s plan sponsors. This role provides leadership, direction, and oversight to ensure seamless execution of highly complex client implementations, enrolments, and ongoing service delivery, with a strong focus on client outcomes, service excellence, and operational consistency.Acting as a senior escalation point, the role leads the resolution of complex, high-impact issues and drives cross-functional alignment to protect client relationships and business outcomes. The Manager is accountable for the overall performance and consistency of service delivery, ensuring alignment to service standards and enabling scalable, reliable execution across client portfolios and varying levels of complexity. The role also contributes to the broader AdminAdvantage operating model by shaping service standards, influencing best practices, and driving consistency and performance across the organization.Position Responsibilities:
Team Leadership & Delivery (30%)
Lead, coach, and develop a team of Client and Account Specialists responsible for delivering client implementations and ongoing serviceSet direction and elevate capability across the team, ensuring strong expertise in managing complexity, risk, and high-impact client relationshipsOversee workforce planning and resource allocation across client portfolios, balancing capacity, capability, and business prioritiesDrive a high-performance culture with strong accountability for service quality, client outcomes, and operational excellenceClient Service Delivery & Oversight (20%)
Provide strategic oversight of end-to-end delivery for AdminAdvantage clients, ensuring alignment to client expectations, contractual obligations, and service standardsEnsure consistency and quality of client engagement, communications, and deliverables across client portfoliosSupport and guide team members in managing client structures, re-enrolments, and non-standard solutionsMaintain visibility of portfolio health, proactively identifying risks and intervening where required to ensure successful outcomesEscalation & Issue Resolution Leadership (25%)
Act as a senior escalation point for complex, high-risk issues impacting clients, products, or segmentsLead cross-functional resolution efforts, coordinating internal stakeholders to address systemic issues and minimize client and operational impactProvide strategic direction on issue resolution, balancing client needs, operational constraints, and business prioritiesDrive root cause analysis and ensure implementation of scalable, preventative solutions across the broader organizationService Governance & Risk (15%)
Establish and enforce governance frameworks, standards, and best practices to ensure consistent, high-quality service delivery across client portfoliosLead cross-functional alignment across AdminAdvantage, Distribution, Underwriting, IT, and Operations to enable seamless end-to-end service executionOwn the identification, escalation, and resolution of systemic issues impacting service performance, coordinating stakeholders to drive timely and effective outcomesDrive root cause analysis and implement scalable, preventative solutions to improve service stability and reduce recurring issuesAnticipate and manage risks across portfolios, ensuring proactive mitigation strategies and consistent application of risk and escalation frameworksInfluence and drive improvements to operating models, processes, and tools to enhance scalability, consistency, and overall service effectivenessContinuous Improvement & Strategy (10%)
Drive and influence continuous improvement initiatives that enhance performance, scalability, and client experience across AdminAdvantage OperationsIdentify opportunities to standardize and simplify complex processes while maintaining flexibility for clientsContribute to the development of operational strategies, service models, and best practices for the broader organizationEnsure adoption and sustainment of improvements across teams, embedding change at scaleShared Responsibilities:
Partner with leaders across AdminAdvantage, Distribution partners, Underwriting, and other key stakeholders to address challenges and improve end-to-end service deliveryPromote a culture of accountability, continuous learning, and client-centricity across teams and stakeholder groupsContribute to organizational priorities, transformation initiatives, and strategic programs by influencing direction and ensuring alignment to business objectivesRequired Qualifications:
Post‑secondary education in business, technology, or a related field, or equivalent experienceExtensive leadership experience managing teams in complex, high-volume, and client‑focused environmentsDeep understanding of Group Benefits, including plan design, enrolment processes, and system capabilitiesProficiency with Microsoft Office 365 toolsPreferred Qualifications:
Nice to have:
Bilingual (French & English) - The successful candidate could have to also communicate in French to support clients from various jurisdictions including Quebec.Demonstrated experience overseeing large‑scale, complex client implementations and service delivery across multiple clients or segmentsStrong expertise in project management, business analysis, and system implementation in complex environmentsProven ability to influence and lead cross‑functional stakeholders at senior levelsStrong analytical and strategic capability, including use of data and insights to drive decisions and improvementsLeadership & Organizational Development: Builds and leads high‑performing teams;
develops capability andleadership depth across the functionClient Focus & Strategic Relationship Management: Drives exceptional client outcomes and leads resolution of complex escalations impacting AdminAdvantage clientsStrategic Thinking & Enterprise Decision‑Making: Applies broad business perspective to influence decisions and outcomes at a portfolio and organizational levelCommunication & Stakeholder Management: Influences and aligns stakeholders across functions and levelsProblem Solving & Systems Thinking: Leads resolution of complex, systemic issues through data‑driven insights and cross‑functional collaborationChange Leadership & Transformation: Leads and enables change across teams, driving adoption of new ways of working at scaleCollaboration & Enterprise Influence: Builds strong networks and influences across teams to achieve organizational objectivesOperational Strategy & Excellence: Shapes and drives improvements to operating models, governance, and delivery frameworksWhen 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-HYBRIDThe role being advertised is an existing vacancy.Acerca de Manulife y John Hancock
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite .Manulife es un empleador que ofrece igualdad de oportunidades
En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a View email address on ca.hrm.tc .Referenced Salary Location
Toronto, OntarioModalidades de Trabajo
HíbridoSalary range is expected to be between
$92,900.00 CAD - $142,900.00 CADLos empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual. El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación. Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a View email address on ca.hrm.tc para conocer el rango salarial correspondiente a tu ubicación.Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personal y días por enfermedad y ofrece la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU.. Póngase en contacto con View email address on ca.hrm.tc para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement ( .
#J-18808-Ljbffr