Bilingual Client Service Specialist , AdminAdvantage

Join a team that’s transforming benefits administration. At Manulife Group Benefits Operations, the AdminAdvantage team connects people, technology, and expert services to simplify benefits administration and deliver a seamless, impactful experience for our clients and their members. Our vision is to be the industry’s trusted partner for innovative benefits solutions. As a Client Service Specialist (Service Owner), you’ll play a key role in driving results and building trusted relationships with clients who rely on us to manage their group benefits. If you thrive in a dynamic environment where change is constant and innovation is encouraged, we want to hear from you. We’re looking for a motivated and influential professional who’s passionate about delivering exceptional service and leading initiatives that make a difference. Position Responsibilities: Own the end-to-end client benefits administration experience within an assigned portfolio, ensuring alignment with client expectations and business goals. Act as the primary point of contact for service-related matters, building strong relationships with internal stakeholders and assigned clients. Monitor client-specific milestones, and lead initiatives to improve efficiency, quality, and client satisfaction. Act as a project manager, collaborating with product, operations, payroll, and technology teams to support service enhancements and innovation. Lead incident management and resolution efforts, acting as a point of contact for escalated requests and ensuring timely communication to internal stakeholders and clients. Champion a culture of continuous improvement and operational excellence by assisting with procedure development and staying informed on product enhancements. Qualifications: Proven experience in the financial services and/or insurance industry, with demonstrated accountability for end-to-end client portfolio management. Fully bilingual in French and English, with the ability to effectively support and communicate with clients across multiple jurisdictions outside of Quebec. Strong working knowledge of Microsoft Office 365 (Outlook, Excel, Word, Teams), with the ability to leverage tools to enhance productivity and client service delivery. Familiarity with Group Benefits and AdminAdvantage platforms is considered an asset. Demonstrated success in service delivery, operations, or client relationship management within fast-paced, dynamic environments. Strong interpersonal and communication skills, with the ability to influence stakeholders and collaborate effectively across cross-functional teams. Highly analytical, with a proactive, solutions-oriented approach to problem-solving and decision-making. Passionate about delivering exceptional client experiences and driving continuous improvement. Proven ability to manage competing priorities, remain agile, and adapt to evolving business needs. 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. This posting supports an ongoing hiring initiative for existing and/or future vacancies. 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 https://www.manulife.com/en/about/our-story.html. 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 hr@manulife.com. Referenced Salary Location Montreal, Quebec Working Arrangement Hybrid Salary range is expected to be between $59,700.00 CAD - $99,500.00 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 hr@manulife.com 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 hr@manulife.com 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. We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and accelerating a sustainable and economically inclusive future. 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. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognitions. Recent awards include: 2024 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2023 Best Companies to Work for in Asia 2023 We’ve been recognized as one of Canada’s Top 100 Employers (2024) Manulife included in Bloomberg’s 2023 Gender-Equality Index To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the ‘Job Alerts’ section located in the top right corner of the page. From there, you can sign up to receive job alerts. Our ambition is to be the most digital, customer-centric global company in our industry. Learn more at https://www.manulife.com/.