Manager – Plan Member Administration

Manager - Plan Member Administration

GB Member Operations is looking for a Manager to join our Plan Member Administration 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 Plan Member Administration 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 Group Benefits clients from all parts of the market, 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!

What will I be doing?

• Providing leadership, motivation and support to a team of Member Set-up Specialists, Electronic File Analysts, Benefits Administrators and Supervisors to ensure established objectives in service, quality and productivity are achieved.
• Through recruiting, coaching, mentoring, team building and development opportunities, build a high 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 continuous improvement projects.
• Identify service, cost and employee experience improvement opportunities and create plans of action to address these
• Support the financial contribution of Plan Member Administration through effective management of employee productivity and other efficiencies.
• Work closely with the RGO, Contact Centre and global team members in order to completely understand and address client concerns and issues the first time, every time.

Am I right for the job?

• You are an experienced, sought-after leader with a proven track record of attracting talent, motivating your team and driving employee engagement

• You are an 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 is an asset
• You learn fast. You pick up new ideas, concepts, technologies, and tools easily
• You are dedicated to continuous improvement, including digitization, innovation and automation
• You are accountable - you make it happen, you own it and you find solutions
• You strive to delight customers, their needs and their experience in doing business with us. You put the customer at the center of everything you do; and you treat our internal customers just the same
• You are a master communicator - you can clearly articulate business needs between technical and non-technical resources as well as present strategy and vision to senior management
• You are resilient, can adapt to change and lead others through change
• You are a strategic thinker with the ability to think conceptually beyond day-to-day business realities and to effectively consider downstream impacts
• You have a 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
• You take care in balancing risk
• You’re comfortable driving solution progress forward - even when your team doesn’t have all the answers yet
• You are comfortable creating and managing resource assignments/scheduling
• Strong Office 365 skills

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

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 recruitment@manulife.com.

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.