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. 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 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 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: 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 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. #Le poste annoncé correspond à une vacance existante. 92,900.00 CAD - $142,900.00 CAD Les employés ont également la possibilité de participer à des programmes incitatifs et de recevoir une rémunération liée à la performance de l’entreprise et des individus. Le salaire réel variera selon les conditions du marché local, la région géographique et les facteurs propres au poste, tels que les connaissances, les compétences, les qualifications, l’expérience et la formation. Manuvie offre aux employés admissibles une vaste gamme d’avantages sociaux personnalisables, notamment une assurance soins médicaux, soins dentaires, santé mentale, soins de la vue, invalidité de courte et de longue durée, assurance vie et assurance DMA, assurance adoption, de maternité de substitution et de soins médicaux non urgents ainsi que des programmes d’aide aux employés et leur famille. Nous proposons également aux employés admissibles différents regimes d’épargne-retraite (y compris des regimes de rente et un programme international d’actionnariat assortie de cotisations patronales de contrepartie) ainsi que des ressources en matière d’éducation et de conseils financiers. Nous utilisons des technologies de données et d’analytique, telles que l’intelligence artificielle (IA), ainsi que des outils de traitement automatisé pour analyser et traiter les renseignements que vous nous fournissez ou que des tiers nous transmettent dans le cadre du processus de demande.

📌 Directeur Support et Service Client H/F (Winnipeg)
🏢 Société Financière Manuvie
📍 Winnipeg