Plan Sponsor Administration is looking for Manager to join our Group Benefits Member Administration team. The successful candidate will be a highly motivated, influential and passionate leader who is committed to building solid relationships while delivering on initiatives in a fast-paced and changing environment. You will be leading a team that provides administration support to our Group Benefits clients, 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! **Responsibilities** + Providing leadership, motivation and support to a team of Member Administrators, as well as overseeing our offshore operations 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 BPS, and support groups in order 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 GB Member Administration through effective management of employee productivity and other expense control mechanisms, including E&E + Work closely with the RGO and the BPS team members in order to completely understand and address client concerns and issues the first time, every time **Required Qualifications:** + You are an experienced, sought-after leader with a proven track record of attracting talent, motivating your team and driving employee engagement + Post-secondary degree preferred or relevant experience + 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 Nice to have: + Fully bilingual (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec. **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. **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Referenced Salary Location** CAN, Quebec, Montreal, 900 Boulevard de Maisonneuve Ouest **Modalidades de Trabajo** Híbrido **Salary range is expected to be between** $69,750.00 CAD - $116,250.00 CAD Si se está postulando para este puesto fuera de la ubicación principal, póngase en contacto con recruitment@manulife.com para conocer el rango salarial de su ubicación. El salario real variará según las condiciones locales del mercado, la geografía y los factores relacionados con el trabajo pertinentes, como conocimiento, habilidades, calificaciones, experiencia y educación/capacitación. Los empleados también tienen la oportunidad de participar en programas de incentivos y obtener una compensación de incentivos vinculada al desempeño comercial e individual. Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con recruitment@manulife.com para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.