Manulife
Manager–AdminAdvantageOperations
Neural analysis suggests this role is
optimal for Senior candidates.
“Manager – AdminAdvantage Operations at Manulife. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, leadership, team building, client relationship management. Providing leadership, motivation and support to a operations team to ensure established objectives in service, quality and productivity are achieved.. Act as the point of contact for escalated requests from both internal and external cust”
What You'll Achieve.
ensure established objectives in service, quality and productivity are achieved; deliver outstanding results to those clients and our members; meet or exceed service expectations; ensure a positive client and member experience
Industry & Context.
find solutions; strategic thinker with the ability to think conceptually beyond day-to-day business realities and to effectively consider downstream impacts
What They're Looking For.
Must Have
experienced, sought-after leader with a proven track record of attracting talent, motivating your team and driving employee engagement, comfortable creating and managing resource assignments/scheduling, Office 365 skills
Nice to Have
approachable leader who acts with integrity and lives our values, Successful experience supporting client Service Level Agreements, including intraday, daily, weekly and monthly targets, Comprehensive knowledge of Group Benefits and AdminAdvantage is an asset, learn fast. You pick up new ideas, concepts, technologies, and tools easily, dedicated to continuous improvement, including digitization, innovation and automation, accountable – you make it happen, you own it and you find solutions, strive to delight customers, their needs and their experience in doing business with us. You put the customer at the center of everything you and you treat our internal customers just the same, master communicator – you can clearly articulate business needs between technical and non-technical resources as well as present strategy and vision to senior management, resilient, can adapt to change and lead others through change, strategic thinker with the ability to think conceptually beyond day-to-day business realities and to effectively consider downstream impacts, proven ability to collaborate and negotiate with various stakeholders with competing priorities, and you maintain your composure and best self during challenging times or challenging interactions, take care in balancing risk, comfortable driving solution progress forward – even when your team doesn’t have all the answers yet
What You'll Do.
motivation and support to a operations team to ensure established objectives in service
quality and productivity are achieved.
Act as the point of contact for escalated requests from both internal and external customers.
Identify client needs
issues and perceptions and develop action plans to ensure a positive client and member experience
Coordinate service in partnership with all global teams and support groups to meet or exceed service expectations
Coordinate operational functions such as scheduling
processes and quality controls
across multiple teams globally
Seek out new opportunities and participate directly in continuous improvement projects.
cost and employee experience improvement opportunities and create plans of action to address these
Support the financial contribution of AdminAdvantage through effective management of employee productivity and other expense control mechanisms
Work closely with the RGO
Service Owners and global team members in order to completely understand and address client concerns and issues the first time
How You'll Work.
Team & Collaboration
cross-functional coordination; Coordinate service in partnership with all global teams and support groups; Coordinate operational functions across multiple teams globally; Work closely with the RGO, Service Owners and global team members; proven ability to collaborate and negotiate with various stakeholders with competing priorities
Communication Scope
master communicator – you can clearly articulate business needs between technical and non-technical resources as well as present strategy and vision to senior management
Process & Methodology
continuous improvement projects
Full Job Description
GB Operations is looking for a manager to join our AdminAdvantage team. The successful candidate will be a highly motivated, influential and passionate professional who is committed to building solid relationships while delivering on initiatives in a fast-paced and changing environment. The AdminAdvantage Operations team within the Manulife Group Benefits organization links people, technology and expert services to simplify benefits administration and provide a consistent, powerful member and client experience. Our vision is to be recognized as the partner of choice within the industry for benefits administration services. You will be leading a team that supports large corporate clients, coordinating efforts to provide world class benefits administration and customer service. Our clients trust the administration of their group benefits to us and you will be part of a team that delivers outstanding results to those clients and our members. If you enjoy working in a fast-paced, changing environment where every day brings something new and innovative ideas are encouraged, you may be the candidate we are looking for! **Position Responsibilities:** * Providing leadership, motivation and support to a operations team to ensure established objectives in service, quality and productivity are achieved. * Through recruiting, coaching, mentoring, team building and development opportunities, build a highly performing cohesive team that delivers quality service. * Act as the point of contact for escalated requests from both internal and external customers. * Identify client needs, issues and perceptions and develop action plans to ensure a positive client and member experience * Coordinate service in partnership with all global teams and support groups to meet or exceed service expectations * Coordinate operational functions such as scheduling, planning, processes and quality controls, across multiple teams globally * Seek out new opportunities and participate directly in continu
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