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About the Role
As a Client Service Specialist (Service Owner) at Manulife Group Benefits Operations, you will play a key role in driving results and building trusted relationships with clients who rely on us to manage their group benefits. You will thrive in a dynamic environment where change is constant and innovation is encouraged, and you will be a motivated and influential professional passionate about delivering exceptional service and leading initiatives that make a difference.
Responsibilities
- Own the end-to-end client benefits administration experience within an assigned portfolio, ensuring alignment with client expectations and business goals.
- Act as the primary point of contact for service-related matters, building strong relationships with internal stakeholders and assigned clients.
- Monitor client-specific milestones, and lead initiatives to improve efficiency, quality, and client satisfaction.
- Act as a project manager, collaborating with product, operations, payroll, and technology teams to support service enhancements and innovation.
- Lead incident management and resolution efforts, acting as a point of contact for escalated requests and ensuring timely communication to internal stakeholders and clients.
- Champion a culture of continuous improvement and operational excellence by assisting with procedure development and staying informed on product enhancements.
Requirements
- Experience in the finance and/or insurance industry, including end-to-end management of client portfolios.
- Strong Office 365 skills.
Skills
- Group Benefits knowledge
- AdminAdvantage knowledge
- Service delivery experience
- Operations experience
- Client management experience
- Leadership skills
- Communication skills
- Influencing skills
- Collaboration skills
- Analytical mindset
- Problem-solving skills
- Client experience focus
- Change driving skills
- Ability to manage multiple priorities
- Adaptability to shifting business needs
Location
- Waterloo, Ontario
Work Type
- Hybrid
Experience Level
- Not specified
Education Level
- Not specified
Salary/Compensations
- $59,100.00 CAD - $98,500.00 CAD
Benefits
- Health coverage
- Dental coverage
- Mental health coverage
- Vision coverage
- Short-term disability coverage
- Long-term disability coverage
- Life insurance coverage
- AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans
- Pension plan
- Global share ownership plan with employer matching contributions
- Financial education resources
- Financial counseling resources
- Holidays
- Vacation days
- Personal days
- Sick days
- Statutory leaves of absence
About the Company
- Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better.
Equal Opportunity
- Manulife is an Equal Opportunity Employer.
- At Manulife/John Hancock, we embrace our diversity.
- We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals.
- We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.
- It is our priority to remove barriers to provide equal access to employment.
- A Human Resources representative will work with applicants who request a reasonable accommodation during the application process.
- All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies.
- To request a reasonable accommodation in the application process, contact hr@manulife.com.