Description:
Are you a strategic leader who thrives in fast-paced environments, inspires high-performing teams, and is passionate about delivering exceptional customer experiences? Join us as Director of AdminAdvantage Operations, where you’ll lead the delivery of post-sale services for Manulife’s Group Benefits outsourced administration offering.
This is a pivotal role that blends operational excellence, innovation, and leadership to drive meaningful outcomes for our clients and employees.
Position Responsibilities
Client Experience & Relationship Management
- Champion a customer-first mindset across the team, ensuring every interaction adds value.
- Build trusted relationships with clients, acting as a strategic advisor and problem solver.
- Use data and feedback to continuously improve service delivery and client satisfaction.
Operational Leadership
- Lead day-to-day operations with a focus on efficiency, scalability, and quality.
- Evolve policies and procedures to support growth and compliance.
- Embrace technology and automation to simplify processes and enhance outcomes.
Strategy & Innovation
- Shape and execute operational strategies aligned with business goals and market trends.
- Stay ahead of industry developments to keep AdminAdvantage competitive and future-ready.
- Partner with senior leaders to drive transformation and long-term growth.
Team Development & Culture
- Build, coach, and empower a resilient, high-performing team.
- Foster a culture of collaboration, inclusion, and continuous improvement.
- Be a visible, accessible leader who inspires and supports others to do their best work.
Project & Risk Management
- Lead cross-functional initiatives that deliver measurable impact.
- Proactively identify risks and implement mitigation strategies to ensure business continuity.
Required Qualifications
You’re not just looking for a job — you’re looking to lead with purpose, inspire others, and make a meaningful difference. You bring:
- A strategic mindset with the ability to see the big picture while driving day-to-day excellence.
- Proven leadership experience in operations, especially in client-facing environments where service and outcomes matter.
- A passion for people — you know how to build, coach, and energize high-performing teams.
- Customer obsession — you’re driven to understand client needs and deliver solutions that exceed expectations.
- Comfort with change — you thrive in dynamic environments and lead others through transformation with confidence and clarity.
- Strong analytical and decision-making skills, backed by data and a focus on continuous improvement.
- Excellent communication and relationship-building abilities, with a knack for influencing across levels and functions.
- Experience in process optimization and change leadership, always looking for smarter, faster, better ways to work.
- A growth mindset — you’re curious, resilient, and always learning.
- Bachelor’s degree in Business Administration, Management, or a related field or relevant experience.
- Bilingualism (English and French) is a strong asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.