Operations Director, Group Benefits in Kitchener, Ontario

Group Benefits Member Operations is seeking a Operations Director to join our Plan Member Administration team at Manulife Group Benefits. Our team connects people, technology, and expert services to streamline benefits administration and deliver a consistent, outstanding experience for members and clients. Our goal is to be the preferred partner for benefits administration in the Group Benefits industry.

We are looking for a director who is highly motivated, influential, and passionate. The ideal candidate should be dynamic, possess strong data skills, and have extensive experience in operations management, especially in leading large teams globally. A proven record of transforming processes to improve efficiency and exceptional leadership skills that inspire and motivate others is essential. Experience in client-facing roles is an added advantage.

As a Director, you will lead a team that supports Group Benefits clients across all market segments. You will coordinate efforts to provide world-class benefits administration and customer service. Our clients rely on us for the management of their group benefits, and you will play a crucial role in delivering excellent results to our clients and members.

If you thrive on driving change, enjoy a fast-paced and dynamic environment, and are excited by new challenges and innovative ideas, you might be the perfect fit for our team!

Position Responsibilities:

• Provide leadership, motivation, and support to a large global team, including Member Set-up Specialists, Electronic File Analysts, Benefits Administrators, and Supervisors, to achieve objectives in service, quality, and productivity. Build a cohesive, high-performing team that delivers fast and accurate service.

• Serve as the point of contact for escalated customer and stakeholder requests, identify client needs and issues, and develop action plans to ensure a positive client and member experience.

• Coordinate operational functions such as scheduling, planning, processes, and quality controls across multiple global teams, while seeking new opportunities and participating in continuous improvement projects.

• Identify opportunities for service, cost, and employee experience improvements, and create action plans to address these, supporting the financial contribution of Plan Member Administration through effective management of employee productivity and efficiencies.

• Provide regular updates to executive leadership on departmental performance and strategic initiatives.

Required Qualifications:

• You are an experienced, sought-after leader with at least * years of experience in attracting talent, motivating your team and driving employee engagement.

• Operational excellence – you optimize processes to improve efficiency and effectiveness.

• Experience managing budgets and resources effectively to achieve financial objectives.

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

• Strong data acumen and Office 365 skills.

Preferred Qualifications:

• Bring comprehensive knowledge of Group Benefits and demonstrate a commitment to continuous improvement through digitization, innovation, and automation. You quickly learn new ideas, concepts, technologies, and tools, and you take ownership of projects, finding solutions and driving progress even without all the answers.

• Put the customer at the center of everything you do, striving to delight them by understanding their needs and enhancing their experience. You treat internal customers with the same dedication and are adept at balancing risk to ensure positive outcomes.

• Exhibit strong communication skills, effectively articulating business needs between technical and non-technical resources and presenting strategy and vision to senior management. You excel in collaboration and negotiation, maintaining composure during challenging interactions and managing competing priorities.

• Demonstrate resilience and adaptability, leading others through change while thinking strategically and conceptually beyond day-to-day realities. You consider downstream impacts and strive to align actions with long-term goals.

• Manage resource assignments and scheduling efficiently, ensuring that operational functions are coordinated smoothly and that your team is well-prepared to meet objectives.

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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Giới thiệu về Manulife và John Hancock

Tập đoàn Manulife Financial là nhà cung cấp dịch vụ tài chính quốc tế hàng đầu giúp mọi người quyết định dễ dàng hơn và có cuộc sống vẹn toàn hơn. Để tìm hiểu thêm về chúng tôi, hãy truy cập https://www.manulife.com.vn/ .

Manulife là Nhà sử dụng lao động không phân biệt đối xử

Tại Manulife/John Hancock, chúng tôi luôn đón nhận sự đa dạng. Chúng ta cố gắng thu hút, phát triển và duy trì lực lượng lao động đa dạng tương tự như những khách hàng mà chúng ta phục vụ, đồng thời thúc đẩy một môi trường làm việc hòa nhập, đề cao thế mạnh của từng nền văn hóa và cá nhân. Chúng ta cam kết tuyển dụng, duy trì, thăng tiến và trả lương một cách công bằng. Đồng thời, chúng ta quản lý tất cả các hoạt động và chương trình của mình mà không phân biệt đối xử dựa trên chủng tộc, dòng họ, xuất thân, màu da, nguồn gốc dân tộc, quyền công dân, tôn giáo hoặc tín ngưỡng tôn giáo, đức tin, giới tính (bao gồm phụ nữ mang thai và các tình trạng liên quan đến mang thai), xu hướng tính dục, đặc điểm di truyền, tình trạng cựu chiến binh, bản dạng giới, biểu hiện giới, tuổi tác, tình trạng hôn nhân, tình trạng gia đình, khuyết tật hoặc bất kỳ căn cứ nào khác được pháp luật hiện hành bảo vệ.

Ưu tiên của chúng ta là loại bỏ các rào cản để đem lại cơ hội tiếp cận việc làm bình đẳng. Đại diện Bộ phận Nhân sự sẽ làm việc với những ứng viên có yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển. Tất cả thông tin được chia sẻ trong quá trình yêu cầu điều chỉnh sẽ được lưu trữ và sử dụng tuân theo pháp luật hiện hành và chính sách của Manulife/John Hancock. Để yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển, hãy liên hệ với recruitment@manulife.com .

Primary Location

Montreal, Quebec

Working Arrangement

Kết hợp

Salary range is expected to be between

$104,325.00 CAD – $187,785.00 CAD

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.