Position Responsibilities

Team Leadership & Delivery (30%)

Lead, coach, and develop a team of Client and Account Specialists responsible for delivering client implementations and ongoing service

Set direction and elevate capability across the team, ensuring strong expertise in managing complexity, risk, and high-impact client relationships

Oversee workforce planning and resource allocation across client portfolios, balancing capacity, capability, and business priorities

Drive a high-performance culture with strong accountability for service quality, client outcomes, and operational excellence

Client Service Delivery & Oversight (20%)

Provide strategic oversight of end-to-end delivery for AdminAdvantage clients, ensuring alignment to client expectations, contractual obligations, and service standards

Ensure consistency and quality of client engagement, communications, and deliverables across client portfolios

Support and guide team members in managing client structures, re-enrolments, and non-standard solutions

Maintain visibility of portfolio health, proactively identifying risks and intervening where required to ensure successful outcomes

Escalation & Issue Resolution Leadership (25%)

Act as a senior escalation point for complex, high-risk issues impacting clients, products, or segments

Lead cross-functional resolution efforts, coordinating internal stakeholders to address systemic issues and minimize client and operational impact

Provide strategic direction on issue resolution, balancing client needs, operational constraints, and business priorities

Drive root cause analysis and ensure implementation of scalable, preventative solutions across the broader organization

Service Governance & Risk (15%)





Establish and enforce governance frameworks, standards, and best practices to ensure consistent, high-quality service delivery across client portfolios

Lead cross-functional alignment across AdminAdvantage, Distribution, Underwriting, IT, and Operations to enable seamless end-to-end service execution

Own the identification, escalation, and resolution of systemic issues impacting service performance, coordinating stakeholders to drive timely and effective outcomes

Drive root cause analysis and implement scalable, preventative solutions to improve service stability and reduce recurring issues

Anticipate and manage risks across portfolios, ensuring proactive mitigation strategies and consistent application of risk and escalation frameworks

Influence and drive improvements to operating models, processes, and tools to enhance scalability, consistency, and overall service effectiveness

Continuous Improvement & Strategy (10%)

Drive and influence continuous improvement initiatives that enhance performance, scalability, and client experience across AdminAdvantage Operations

Identify opportunities to standardize and simplify complex processes while maintaining flexibility for clients

Contribute to the development of operational strategies, service models, and best practices for the broader organization





Ensure adoption and sustainment of improvements across teams, embedding change at scale

Shared Responsibilities

Partner with leaders across AdminAdvantage, Distribution partners, Underwriting, and other key stakeholders to address challenges and improve end-to-end service delivery Promote a culture of accountability, continuous learning, and client-centricity across teams and stakeholder groups Contribute to organizational priorities, transformation initiatives, and strategic programs by influencing direction and ensuring alignment to business objectives

Required Qualifications

- Post-secondary education in business, technology, or a related field, or equivalent experience
- Extensive leadership experience managing teams in complex, high-volume, and client-focused environments
- Deep understanding of Group Benefits, including plan design, enrolment processes, and system capabilities
- Proficiency with Microsoft Office 365 tools

Preferred 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 segments
- Strong expertise in project management, business analysis, and system implementation in complex environments
- Proven ability to influence and lead cross-functional stakeholders at senior levels
- Robust analytical and strategic capability, including use of data and insights to drive decisions and improvements
- Leadership & Organizational Development: Builds and leads high-performing teams

📌 Manager, AdminAdvantage Client Services (Toronto)
🏢 Manulife/John Hancock
📍 Toronto