Implementation Manager

The Implementation Manager (IM) supports our distribution partners in the delivery of value-added benefits and superior service to Consultants and Plan Sponsors during the quote, finalist, implementation, warranty period and complex projects. This team routinely collaborates with internal service providers such as Operations, Underwriting, and Distribution.

Capitalizing on sound industry knowledge, the IM delivers superior service to their various client and consultant groups. This role represents Manulife professionally in client-facing meetings as well as driving value for our clients and their plan members through empowering them to use Manulife’s group benefits digital tools and experiences. Strong relationship management skills are essential in building and maintaining connections with Clients, Consultants and Manulife’s sales and operational teams.

An in-depth knowledge and understanding of the Group Benefits products, services and workflows both internally and within the regional office environments are a must. Negotiating and influencing skills are paramount given that the IM collaborates internally across multiple departments, as well as externally with Consultants and Sponsors.
Project and time management skills are required to ensure deliverables for each implementation are met. Presentation skills, both in-person and virtually are also necessary. The IM will have accountability to ensure project deliverables are met and client satisfaction achieved at all times.

Position Responsibilities:

Relationship Management – 30%

• Support Distribution partners in the acquisition of new business; including in finalist presentations and implementation/project meetings.

• Primary contact for the client during new issue implementation and project phases. The IM has the overall accountability for the relationship with the client during the implementation, ensuring the needs, expectations and timelines set out in the project are being met.

• Coordinates and facilitates all client and internal project team meetings (virtual or live) including the maintaining of action items and meeting minutes

• Delegates, negotiates and follows up on all implementation tasks with each of the internal areas that are involved

• Tracks and reports the status of each project and proactively escalates any significant barriers or issues to Senior management where necessary.

• Supports the project team and assists in resolving any issues.

Consultation – 35%

• Provide expertise on Manulife’s digital experience for group benefits clients (Web, mobile, voice), and highlight key features and functionality

• Support group benefits clients in driving adoption of our digital tools and experiences among their plan members

• Supports, participates and provides input in the presale/finalist process.

• Works with the client and implementation team to obtain plan details, clarify requirements, and establish delivery dates for tasks in the project.

• Optimizes the plan's activities, as it relates to implementation and administration, providing recommendations on plan design, service options, technology solutions, and any ongoing administration needs to the client.

• Provides direction and solutions during client discussion regarding plan set-up, eligibility, contractual and administrative information.

• Applies understanding of legislative and privacy guidelines to assist clients during discussions

Project Management – 35%

• Creates and modifies implementation schedules during the implementation as required; ensuring that any downstream impacts of changes are clearly articulated and if needed risk management assessment is conducted, understood and carried out by each impacted area.

• Has overall accountability for ensuring the implementation goes smoothly and meets the client's expectations.

• Manages the implementation project, ensuring tasks are being completed, timelines are being respected, resources are available, and assisting with reducing any roadblocks

• Ensures appropriate approval received for increased scope/costs, notifies client and project team of changes/impacts to timeline and other tasks. Ensures all affected parties agree with the solution and impact on timeline and ensures any additional costs for customization is outlined to the client.

• Tracks costs where a transition allowance has been approved and ensures the client is billed where the costs exceed the allowance.

• Provide Overall Satisfaction Survey post implementation for clients.

Required Qualifications:

• Minimum five years of work experience in Group Benefits and/or account management.

• Thorough knowledge of Group Benefits products and services.

Preferred Qualifications:

• Previous experience in a project management role/approach. (PMP an asset)

• Proficiency in all Microsoft Office products.

• Ability to influence decision makers at all levels

• Ability to think critically, analyze quantitative and qualitative data, and make recommendations to help clients identify opportunities for effective plan design

• Strong customer-facing skills including expectation management, communication skills, information management

• Ability to drive issues through the organization;

• Strong organization and time management skills;

• Demonstrated experience in presentation skills, negotiating commitments, turnaround times, etc. with various other line areas;

• Must have a valid driver’s license and a personal automobile.

• Bilingual (French and English) preferred but not required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

• 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.

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 .

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 .

Referenced Salary Location

Waterloo, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$70,500.00 CAD - $117,500.00 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 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 for more information about U.S.-specific paid time off provisions.