Research Benefits Administrator, Kitchener

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

As a team member, you will support large corporate clients, 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.

Position Responsibilities

Act as the Plan Administrator for large clients with complex plans by managing the day‑to‑day administration of assigned policies, including terminations, changes, retirements, and processing of member updates through benefits administration software.

Have a clear understanding of the impact on eligibility as related to Payroll/Pre‑Authorized Debit processing.

Process all member‑related eligibility requests daily.

Manage the client inbox items submitted by the employers and provide follow‑up within the set Service Level Agreement in place.

Administer all member eligibility processes in accordance with the client‑specific Admin guide.

Research and analyze member eligibility‑related issues, understand the root cause, correct the issue, and suggest preventive measures for future occurrences.

Be the subject matter expert for the client plans for which you have accountability.

Take ownership of troubleshooting member‑related issues by researching all existing documentation before escalating to the next level.

Provide accurate and thorough answers to client requests and questions.

Partner with the Call Centre Representatives and other Group Benefits resources to resolve issues and process requests received.

Provide support to the implementation team on the installation of new business and ensure that delivery deadlines are met.

Required Qualifications

At least 3 years of customer service experience with a clear track record of success in delivering excellent service in a fast‑paced, professional environment.

Excellent knowledge of MS applications and communication tools.

Preferred Qualifications

Customer‑centric focus and excellent communication skills.

Rapid learner who adapts quickly to new ideas, concepts, technologies, and tools.

Approachable style that builds strong relationships.

Accountable and takes initiative, driving solution progress forward.

Embraces change and remains calm under challenging interactions.

Innovative problem‑solver who uses sound judgement to drive results.

Continuous improvement mindset, actively seeking ways to improve processes.

Strong collaboration across teams and geography.

Commitment to ongoing learning and development.

Benefits

Opportunity to learn and grow the career you want.

Flexible environment supporting well‑being and inclusion.

Support as part of a global team to shape your future.

Sponsored salary range: $45,900.00 CAD – $76,500.00 CAD. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Location: Montreal, Quebec. Working Arrangement: Hybrid.

Equal Opportunity Statement Manulife is an Equal Opportunity Employer. At Manulife/John Hancock, we embrace our diversity and are committed to inclusive hiring practices. We administer all recruiting, hiring, advancement, compensation, and termination practices without discrimination on any protected characteristic.

We provide reasonable accommodation during the application process for applicants who request them. All information shared during the accommodation request process will be stored and used in accordance with applicable laws and company policies.

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