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.

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 robust 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

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.

#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.

92,900.00 CAD - $142,900.00 CAD 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. 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. 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 ( . #

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