Manager, AdminAdvantage Client Services

Role overview

Team leadership and client delivery

• Leads, coaches, and develops a team responsible for client implementations and ongoing service.
• Sets direction, elevates team capability, plans workforce needs, and allocates resources across portfolios.
• Oversees end-to-end client delivery and consistency of client engagement, communications, and deliverables.
• Guides teams on client structures, re-enrolments, and non-standard solutions; monitors portfolio health and intervenes on risks.

Escalations, governance, and improvement

• Leads resolution of complex, high-risk issues through cross-functional coordination, root cause analysis, and preventative solutions.
• Establishes service governance, standards, best practices, and risk and escalation frameworks.
• Coordinates service execution across AdminAdvantage, Distribution, Underwriting, IT, and Operations.
• Drives process, tool, operating model, and service improvements and supports adoption across teams.
• Partners with leaders and stakeholders on organizational priorities, transformation initiatives, and strategic programs.

Required qualifications

• Post-secondary education in business, technology, or a related field, or equivalent experience.
• Extensive leadership experience managing teams in complex, high-volume, client-focused environments.
• Deep understanding of Group Benefits, including plan design, enrolment processes, and system capabilities.
• Proficiency with Microsoft Office 365 tools.

Preferred qualifications

• Bilingual French and English is nice to have; French may be needed to support clients in jurisdictions including Quebec.
• Experience overseeing large-scale, complex client implementations and service delivery across multiple clients or segments.
• Expertise in project management, business analysis, and system implementation in complex environments.
• Ability to influence senior cross-functional stakeholders; strong analytical, strategic, communication, and problem-solving capabilities.
• Experience developing high-performing teams, leading change, and improving operating models, governance, and delivery frameworks.

Work arrangement

• The role is listed as hybrid.
• The existing vacancy is based in Toronto, Ontario.

Compensation

• The expected salary range is $92,900 to $142,900 CAD; the posting does not state a compensation cadence.
• Eligible employees may participate in incentive programs tied to business and individual performance.