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 solid 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 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

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 Thinking & Enterprise Decision-Making: Applies broad business perspective to influence decisions and outcomes at a portfolio and organizational level

Communication & Stakeholder Management: Influences and aligns stakeholders across functions and levels

Problem Solving & Systems Thinking: 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

Collaboration & Enterprise Influence: Builds strong networks and influences across teams to achieve organizational objectives

Operational Strategy & Excellence: Shapes and drives improvements to operating models, governance, and delivery frameworks

When 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.

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The role being advertised is an existing vacancy.

Giới thiệu về Manulife và John Hancock




Tập đoàn Manulife Financial là nhà cung cấp dịch vụ tài chính quốc tế hàng đầu giúp mọi người quyết định dễ dàng hơn và có cuộc sống vẹn toàn hơn. Để tìm hiểu thêm về chúng tôi, hãy truy cập https://www.manulife.com.vn/ .

Manulife là Nhà sử dụng lao động không phân biệt đối xử
Tại Manulife/John Hancock, chúng tôi luôn đón nhận sự đa dạng. Chúng ta cố gắng thu hút, phát triển và duy trì lực lượng lao động đa dạng tương tự như những khách hàng mà chúng ta phục vụ, đồng thời thúc đẩy một môi trường làm việc hòa nhập, đề cao thế mạnh của từng nền văn hóa và cá nhân. Chúng ta cam kết tuyển dụng, duy trì, thăng tiến và trả lương một cách công bằng. Đồng thời, chúng ta quản lý tất cả các hoạt động và chương trình của mình mà không phân biệt đối xử dựa trên chủng tộc, dòng họ, xuất thân, màu da, nguồn gốc dân tộc, quyền công dân, tôn giáo hoặc tín ngưỡng tôn giáo, đức tin, giới tính (bao gồm phụ nữ mang thai và các tình trạng liên quan đến mang thai), xu hướng tính dục, đặc điểm di truyền, tình trạng cựu chiến binh, bản dạng giới, biểu hiện giới, tuổi tác, tình trạng hôn nhân, tình trạng gia đình, khuyết tật hoặc bất kỳ căn cứ nào khác được pháp luật hiện hành bảo vệ.

Ưu tiên của chúng ta là loại bỏ các rào cản để đem lại cơ hội tiếp cận việc làm bình đẳng. Đại diện Bộ phận Nhân sự sẽ làm việc với những ứng viên có yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển. Tất cả thông tin được chia sẻ trong quá trình yêu cầu điều chỉnh sẽ được lưu trữ và sử dụng tuân theo pháp luật hiện hành và chính sách của Manulife/John Hancock. Để yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển, hãy liên hệ với [email protected] .

Referenced Salary Location
Toronto, Ontario

Working Arrangement
Kết hợp

Salary range is expected to be between
$92,900.00 CAD - $142,900.00 CAD

Employees also have the chance 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. If you are applying for this role outside of the primary location, please contact [email protected] 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. If you are applying for this role in the U.S., please contact [email protected] for more information about U.S.-specific paid time off provisions.

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 (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .

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📌 Manager, AdminAdvantage Client Services (Nova Scotia)
🏢 Manulife
📍 Nova Scotia