Bilingual Implementation Manager

Reporting to the Director Implementation & Training the Implementation Manager (IM) supports our distribution partners in the delivery of value-added benefits and superior service to Plan Advisors/Consultants and Plan Sponsors during the quote finalist implementation and warranty period. This team routinely collaborates with internal service providers such as Customer Experience Underwriting and Service Delivery.

Capitalizing on sound industry knowledge the IM delivers superior service to their various client and advisor 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 Manulifes group benefits engagement platform. Strong relationship management skills are essential in building and maintaining connections with Clients Advisors/Consultants and Manulifes sales 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 Plan Advisors Consultants and Sponsors. Project meeting and time management skills are required to ensure deliverables for each implementation are met. Presentation skills both in person and virtually via Skype are also necessary. The IM will have accountability to ensure client service satisfaction at all times.

Position Responsibilities:

Relationship Management 35%

• Support Distribution partners in the acquisition of new business; including in finalist presentations and implementation meetings.
• Primary contact for the client during new issue implementation 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 Manulifes 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 plans 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 client in meeting

Project Management 30%

• Creates implementation schedules and modifies during the implementation as required; ensuring that any downstream impacts of changes are clearly articulated understood and carried out by each impacted area.
• Has overall accountability for ensuring the implementation goes smoothly and meets the clients expectations.
• Manages the implementation project ensuring tasks are being completed timelines are being met 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 the customization costs where a transition allowance has been approved and ensures the client is billed where the costs exceed the allowance.

IMPORTANT - Working Condition:

• Occasional travel will be required
• This role will occasionally require working outside traditional business hours to meet client needs

Required Qualifications:

• Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
• Minimum 5 years of experience in Group Benefits or account management
• Strong knowledge of Group Benefits products and services
• Valid drivers license and access to a personal vehicle
• Proficiency in Microsoft Office tools

Preferred Qualifications:

• Project management experience (PMP certification is an asset)
• Ability to influence stakeholders at all levels
• Strong analytical and strategic thinking skills
• Excellent communication and client-facing skills
• Ability to communicate effectively across the organization
• Strong organizational and time management skills
• Demonstrated presentation and negotiation skills across teams

When you join our team:

• Well empower you to learn and grow the career you want.
• Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team well support you in shaping the future you want to see.

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The role being advertised is an existing vacancy.

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 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

Montreal Quebec

Working Arrangement

Hybrid

Salary range is expected to be between

$71475.00 CAD - $119125.00 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.

We use data and analytics technologies such as artificial intelligence (AI) and automated processing tools to analyze and process the information you provide to us or third parties in the application process. For more information please refer to our personal information collection statement.

Required Experience:

Manager

Employment Type : Full-Time
Experience: years
Vacancy: 1