System Specialist

The AdminAdvantage team within the Manulife Group Benefits organization links people, technology, and expert services to simplify benefits administration and provide a consistent, powerful member and client experience.

Our vision is to be recognized as the partner of choice within the industry for benefits solutions and benefits administration services.

As a member of our team, you will be supporting clients, and coordinating efforts to provide world-class benefits administration and customer service.

Our clients trust the administration of their group benefits to us, and you will be part of a team that delivers outstanding results to those clients and our members.

Responsibilities

• Manage relationships with the client and the client’s HRIS provider to establish an electronic eligibility file feed and confirm the integrity of test files sent during implementation.
• Participate in internal and external project team meetings.
• Focus on escalated plans and issues that are impacting the implementation timeline and ensure they are resolved before handing them off to the in-force Electronic file team.
• Process files and serve as the main contact for live clients that have not yet transitioned to the in-force Electronic file team.
• Act in a project manager role and have ownership of the electronic file implementation process from start to finish.
• Attend training as required to stay current with system and product enhancements and process changes or improvements.
• Assist with procedure development, training, and management.
• Act as the point of contact for escalated requests from both internal and external customers.
• Identify client needs, issues and perceptions and develop action plans to ensure a positive client and member experience.

How will you create impact?

In this role, you will be responsible for the overall AdminAdvantage Benefits Member data management, maintenance, and integrity by providing system expertise and performing system process administration to support the set-up of new AdminAdvantage clients and the ongoing plan administration of existing clients.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

• You have client / customer-facing experience.
• Demonstrated ability to apply technical industry knowledge to day-to-day issues and can adapt to technology.
• Strong analytical / problem-solving skills.
• Demonstrated ability to multi-task and work in a high-volume, deadline-oriented, fast-paced environment.
• Comprehensive knowledge of Group Benefits is an asset.
• You learn fast. You pick up new ideas, concepts, technologies, and tools easily.
• You are dedicated to continuous improvement, including digitization, innovation, and automation.
• You are accountable you make it happen, you own it and you find solutions.
• You strive to delight customers, their needs, and their experience in doing business with us.
• You are a master communicator you can clearly articulate business needs between technical and non-technical resources.
• You are resilient, can adapt to change and lead others through change.
• You have a proven ability to collaborate and negotiate with various stakeholders with competing priorities, and you maintain your composure and best self during challenging times or challenging interactions.
• You take care in balancing risk.
• Bilingual (French & English) is an asset.

What can we offer you?

• A competitive salary and benefits package.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture : We lead with our Values every day and bring them to life together.
• Boundless opportunity : We create opportunities to learn and grow at every stage of your career.
• Delivering the promise of Diversity, Equity and Inclusion : We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship : We build a business that benefits all stakeholders and has a positive social and environmental impact.

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.

Primary Location Montreal, Quebec

Working Arrangement Hybrid

Salary range is expected to be between $50,250.00 CAD - $83,750.00 CAD

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.

About Us

We're Manulife. And we’re on a mission to make decisions easier and lives better.

Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

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