Manager – AdminAdvantage Operations (Waterloo)

Overview

GB Operations is looking for a manager to join our Admin Advantage team in the Manulife Group Benefits organization. The role entails leading a team that supports large corporate clients, coordinating efforts to provide world‑class benefits administration and customer service.

Responsibilities

• Provide leadership, motivation and support to an operations team to achieve objectives in service, quality and productivity.
• Recruit, coach, mentor, and develop team members to build a high‑performing cohesive team.
• Serve as contact for escalated requests from internal and external customers.
• Identify client needs and develop action plans to ensure a positive client and member experience.
• Coordinate service in partnership with global teams and support groups to meet or exceed service expectations.
• Coordinate operational functions such as scheduling, planning, processes and quality controls across multiple te...