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

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

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

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





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

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

Proficiency with Microsoft Office 365 tools

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

Client Focus & Strategic Relationship Management: Drives exceptional client outcomes and leads resolution of complex escalations impacting AdminAdvantage clients

Communication & Stakeholder Management: Leads resolution of complex, systemic issues through data-driven insights and cross-functional collaboration

Change Leadership & Transformation: Leads and enables change across teams, driving adoption of new ways of working at scale

Builds strong networks and influences across teams to achieve organizational objectives

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.

#Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. 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. 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.

Referenced Salary Location

Toronto, Ontario Working Arrangement Hybrid Salary range is expected to be between $92,900.00 CAD - $142,900.00 CAD Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. com for the salary range for your location.

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.

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.

2026 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2025 Financial Times World’s Best Employers Asia-Pacific 2026 We’ve been recognized as one of Canada’s Top 100 Employers 2026 #1 Life Insurer for AI Maturity by Evident 2026 #

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