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 solid 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

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