Manager – Plan Member Administration

GB Member Operations is seeking a Manager to lead our Plan Member Administration team. We are looking for a highly motivated, influential, and passionate professional skilled in data-driven decision-making and insights. The ideal candidate is committed to building strong relationships while delivering initiatives in a dynamic and evolving environment. With a focus on data and analytics, you will lead a high-performing team to enhance our benefits administration services.

The Plan Member Administration team within the Manulife Group Benefits organization integrates people, technology, and expert services to streamline benefits administration and provide a consistent, impactful member and client experience. Our vision is to be recognized as the industry’s partner of choice for benefits administration services.

Position Responsibilities:

• Provide strong leadership and motivation to a team of Member Set-up Specialists, Electronic File Analysts, Benefits Administrators, and Supervisors, building a high-performing, cohesive team through recruiting, coaching, mentoring, and development opportunities.

• Use data insights to drive improvements in service delivery and client satisfaction, identify and implement continuous improvement projects, and develop plans of action to improve service, cost, and employee experience.

• Act as the primary contact for escalated requests from internal and external customers, using data to inform resolutions, and identify client needs, issues, and perceptions to ensure a positive client and member experience.

• Coordinate services in partnership with global teams and support groups, manage operational functions such as scheduling, planning, processes, and quality controls across multiple global teams to exceed service expectations.

• Support the financial contribution of Plan Member Administration through effective data-driven management of productivity and efficiencies.

• Collaborate closely with the RGO, Contact Centre, and global team members to understand and address client concerns thoroughly.

Required Qualifications:

• Proven leadership experience with a track record of attracting talent, motivating teams, and driving employee engagement.

• Strong skills in data analysis and the ability to use data insights to inform decision-making and strategy.

• Experience supporting client Service Level Agreements, including intraday, daily, weekly, and monthly targets.

• Ability to quickly learn and adapt to new ideas, concepts, technologies, and tools.

• Commitment to continuous improvement, including digitization, innovation, and automation.

• Accountability and ownership in delivering solutions and achieving results.

• Customer-centric approach, ensuring customer needs and experiences are prioritized.

• Excellent communication skills, capable of articulating business needs between technical and non-technical resources and presenting strategies to senior management.

• Resilient and adaptable, with the ability to lead others through change.

• Strategic thinker with the ability to conceptualize beyond day-to-day business realities and consider downstream impacts.

Preferred Qualifications:

• University degree is an asset.

• Comprehensive knowledge of Group Benefits is an asset.

• Proven ability to collaborate and negotiate with various stakeholders while maintaining composure in challenging situations.

• Proficiency in balancing risk and driving solution progress even amidst uncertainty.

• Experience in resource assignment and scheduling management.

• Strong proficiency in Office 365.

• In this operations role, adaptability is key, as each day will present new challenges and opportunities, requiring you to be flexible and responsive to a dynamic work environment.

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 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.

#LI-Hybrid

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.