Bilingual Client Service Specialist - AdminAdvantage

The AdminAdvantage 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 solutions and benefits administration services.

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 !

Plan Sponsor Administration is seeking a Client Service Specialist to join our AdminAdvantage team. The successful candidate will be a highly motivated, influential, and passionate professional who is committed to building proven relationships while delivering on initiatives in a fast-paced and changing environment.

Position Responsibilities

• Lead end-to-end client experience within the assigned portfolio, engaging directly with clients to anticipate and respond to their needs.

• Collaborate with internal team members and stakeholders to resolve client issues and provide counsel.

• Take ownership of implementing Benefits Administration on our online platform and participate in implementation and re-enrollment project meetings.

• Act as a project manager and attend training to stay current with system and product enhancements.

• Assist with procedure development and act as the point of contact for escalated requests from internal and external customers.

• Identify client needs and perceptions, developing action plans to ensure a positive client and member experience.

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.

• Strong analytical and problem-solving skills, with the ability to multi-task and work in a high-volume, deadline-oriented environment.

• Demonstrating strong judgement in balancing business risk with delivering results and possessing strong Office 365 skills.

Preferred Qualifications:

• Handling a dedicated portfolio of clients in a fast-paced environment, applying technical industry knowledge and adapting to technology.

• Extensive knowledge of Group Benefits and AdminAdvantage is an asset.

• Proactively taking action to address problems and driving continuous improvement through digitization, innovation, and automation.

• Prioritizing customer satisfaction, clear communication, resilience, and collaboration with various stakeholders.

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.

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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.