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 solid 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
- Strong analytical and strategic capability, including use of data and insights to drive decisions and improvements
- Leadership & Organizational Development: Builds and leads high-performing teams; develops capability and leadership depth across the function
- Client Focus & Strategic Relationship Management: Drives exceptional client outcomes and leads resolution of complex escalations impacting AdminAdvantage clients
- Strategic Thinkin

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