The Bilingual 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.

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:

- Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
- 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:

- 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 workplace 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.

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マニュライフ・ファイナンシャル・コーポレーションは、「あなたの未来に、わかりやすさを」を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、

マニュライフは機会均等を是とする雇用主です

マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。

雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、View email address on apply.j-vers.com。

Referenced Salary Location

Montreal, Quebec

ハイブリッド勤務

Working Arrangement

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Salary range is expected to be between

$88,800.00 CAD - $138,800.00 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. If you are applying for this role outside of the primary location, please contact View email address on apply.j-vers.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. If you are applying for this role in the U.S., please contact View email address on apply.j-vers.com 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.

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📌 Bilingual Manager, AdminAdvantage Client Services (Montreal)
🏢 Manulife
📍 Montreal