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Added 4 mins ago
AA
Responsable senior de projets numériques et IA / Senior Digital & AI Project Leader
Airbus Aircraft
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- Full-time
Do you have solid experience in managing complex projects, have you worked in the digital and AI transformation domain and would you like to pr
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- Full-time
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- Full-time
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Manulife

Bilingual Manager, AdminAdvantage Client Services

Halifax, NS, Canada
Toronto, ON, Canada
Waterloo, ON, Canada
Montreal, QC, Canada

$88,800.00 CAD - $138,800.00 CAD · Full-time

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Job details

Pay: $88,800.00 CAD - $138,800.00 CAD
Job type: Full-time
Apply by: Nov 23, 2026
Posting language: English
Posted: Nov 5, 2026

Original job description

The Bilingual Manager, AdminAdvantage Client Services, is responsible for leading a team of Client and Account Specialists delivering the end-to-end AdminAdvantage experience for Manulife’s plan sponsors. This role provides leadership, direction, and oversight to ensure seamless execution of highly complex client implementations, enrolments, and ongoing service delivery, with a strong focus on client outcomes, service excellence, and operational consistency.

Acting as a senior escalation point, the role leads the resolution of complex, high-impact issues and drives cross-functional alignment to protect client relationships and business outcomes. The Manager is accountable for the overall performance and consistency of service delivery, ensuring alignment to service standards and enabling scalable, reliable execution across client portfolios and varying levels of complexity. The role also contributes to the broader AdminAdvantage operating model by shaping service standards, influencing best practices, and driving consistency and performance across the organization.

Position Responsibilities:

Team Leadership & Delivery (30%)

Lead, coach, and develop a team of Client and Account Specialists responsible for delivering client implementations and ongoing service
Set direction and elevate capability across the team, ensuring strong expertise in managing complexity, risk, and high-impact client relationships
Oversee workforce planning and resource allocation across client portfolios, balancing capacity, capability, and business priorities
Drive a high-performance culture with strong accountability for service quality, client outcomes, and operational excellence

Client Service Delivery & Oversight (20%)

Provide strategic oversight of end-to-end delivery for AdminAdvantage clients, ensuring alignment to client expectations, contractual obligations, and service standards
Ensure consistency and quality of client engagement, communications, and deliverables across client portfolios
Support and guide team members in managing client structures, re-enrolments, and non-standard solutions
Maintain visibility of portfolio health, proactively identifying risks and intervening where required to ensure successful outcomes

Escalation & Issue Resolution Leadership (25%)

Act as a senior escalation point for complex, high-risk issues impacting clients, products, or segments
Lead cross-functional resolution efforts, coordinating internal stakeholders to address systemic issues and minimize client and operational impact
Provide strategic direction on issue resolution, balancing client needs, operational constraints, and business priorities
Drive root cause analysis and ensure implementation of scalable, preventative solutions across the broader organization

Service Governance & Risk (15%)

Establish and enforce governance frameworks, standards, and best practices to ensure consistent, high-quality service delivery across client portfolios
Lead cross-functional alignment across AdminAdvantage, Distribution, Underwriting, IT, and Operations to enable seamless end-to-end service execution
Own the identification, escalation, and resolution of systemic issues impacting service performance, coordinating stakeholders to drive timely and effective outcomes
Drive root cause analysis and implement scalable, preventative solutions to improve service stability and reduce recurring issues
Anticipate and manage risks across portfolios, ensuring proactive mitigation strategies and consistent application of risk and escalation frameworks
Influence and drive improvements to operating models, processes, and tools to enhance scalability, consistency, and overall service effectiveness

Continuous Improvement & Strategy (10%)

Drive and influence continuous improvement initiatives that enhance performance, scalability, and client experience across AdminAdvantage Operations
Identify opportunities to standardize and simplify complex processes while maintaining flexibility for clients
Contribute to the development of operational strategies, service models, and best practices for the broader organization
Ensure adoption and sustainment of improvements across teams, embedding change at scale

Shared Responsibilities:

Partner with leaders across AdminAdvantage, Distribution partners, Underwriting, and other key stakeholders to address challenges and improve end-to-end service delivery
Promote a culture of accountability, continuous learning, and client-centricity across teams and stakeholder groups
Contribute to organizational priorities, transformation initiatives, and strategic programs by influencing direction and ensuring alignment to business objectives

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.
Post-secondary education in business, technology, or a related field, or equivalent experience
Extensive leadership experience managing teams in complex, high-volume, and client-focused environments
Deep understanding of Group Benefits, including plan design, enrolment processes, and system capabilities
Proficiency with Microsoft Office 365 tools

Preferred Qualifications:

Demonstrated experience overseeing large-scale, complex client implementations and service delivery across multiple clients or segments
Strong expertise in project management, business analysis, and system implementation in complex environments
Proven ability to influence and lead cross-functional stakeholders at senior levels
Strong analytical and strategic capability, including use of data and insights to drive decisions and improvements
Leadership & Organizational Development: Builds and leads high-performing teams; develops capability and leadership depth across the function
Client Focus & Strategic: Relationship Management: Drives exceptional client outcomes and leads resolution of complex escalations impacting AdminAdvantage clients
Strategic Thinking & Enterprise Decision-Making: Applies broad business perspective to influence decisions and outcomes at a portfolio and organizational level
Communication & Stakeholder Management: Influences and aligns stakeholders across functions and levels
Problem Solving & Systems Thinking: Leads resolution of complex, systemic issues through data-driven insights and cross-functional collaboration
Change Leadership & Transformation: Leads and enables change across teams, driving adoption of new ways of working at scale
Collaboration & Enterprise Influence: Builds strong networks and influences across teams to achieve organizational objectives
Operational Strategy & Excellence: Shapes and drives improvements to operating models, governance, and delivery frameworks

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.

The role being advertised is an existing vacancy.

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 hr@manulife.com.

Referenced Salary Location

Montreal, Quebec

Working Arrangement

Hybrid

Salary range is expected to be between

$88,800.00 CAD - $138,800.00 CAD

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

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

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.

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More about this job

Responsibilities

The Manager leads a team of specialists to deliver complex client implementations and ongoing service while ensuring operational consistency and high-quality outcomes. They act as a senior escalation point to resolve high-impact issues and drive cross-functional alignment across the organization.

Requirements

Candidates must be bilingual in French and English and possess extensive leadership experience in complex, client-focused environments. A post-secondary degree in business, technology, or a related field is required, along with a deep understanding of Group Benefits.

Skills

Team leadership
Group benefits
Project management
Business analysis
Strategic planning
Risk management
Stakeholder management
Operational excellence
Change management
Problem solving
Data analysis
Bilingual communication
Microsoft Office 365

Benefits

Health insurance
Dental insurance
Mental health support
Vision insurance
Short-term disability
Long-term disability
Life insurance
AD&D insurance
Adoption/surrogacy benefits
Wellness benefits
Employee assistance plan
Retirement savings plans
Pension plan
Global share ownership plan
Paid time off

Visa sponsorship

Not detected in the job text

Keywords

AdminAdvantage
Client Services
Group Benefits
Account Management
Operational Strategy
Governance
Risk Mitigation
Root Cause Analysis
Workforce Planning
Service Delivery
Cross-functional Leadership
Implementation
Client Enrolment
Business Analysis
Project Management
Microsoft Office 365
Strategic Oversight
Performance Management
Change Leadership
Stakeholder Engagement

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