Are you a strategic leader who thrives in fast-paced environments, inspires high-performing teams, and is passionate about delivering exceptional customer experiences? Join us as Director of AdminAdvantage Operations, where you’ll lead the delivery of post-sale services for Manulife’s Group Benefits outsourced administration offering.

This is a pivotal role that blends operational excellence, innovation, and leadership to drive meaningful outcomes for our clients and employees.

Position Responsibilities:

Client Experience & Relationship Management

• Champion a customer-first mindset across the team, ensuring every interaction adds value.

• Build trusted relationships with clients, acting as a strategic advisor and problem solver.

• Use data and feedback to continuously improve service delivery and client satisfaction.

Operational Leadership

• Lead day-to-day operations with a focus on efficiency, scalability, and quality.

• Evolve policies and procedures to support growth and compliance.

• Embrace technology and automation to simplify processes and enhance outcomes.

Strategy & Innovation

• Shape and execute operational strategies aligned with business goals and market trends.

• Stay ahead of industry developments to keep AdminAdvantage competitive and future-ready.

• Partner with senior leaders to drive transformation and long-term growth.

Team Development & Culture

• Build, coach, and empower a resilient, high-performing team.

• Foster a culture of collaboration, inclusion, and continuous improvement.

• Be a visible, accessible leader who inspires and supports others to do their best work.

Project & Risk Management

• Lead cross-functional initiatives that deliver measurable impact.

• Proactively identify risks and implement mitigation strategies to ensure business continuity.

Required Qualifications:

You’re not just looking for a job — you’re looking to lead with purpose, inspire others, and make a meaningful difference. You bring:

• A strategic mindset with the ability to see the big picture while driving day-to-day excellence.

• Proven leadership experience in operations, especially in client-facing environments where service and outcomes matter.

• A passion for people — you know how to build, coach, and energize high-performing teams.

• Customer obsession — you’re driven to understand client needs and deliver solutions that exceed expectations.

• Comfort with change — you thrive in dynamic environments and lead others through transformation with confidence and clarity.

• Strong analytical and decision-making skills, backed by data and a focus on continuous improvement.

• Excellent communication and relationship-building abilities, with a knack for influencing across levels and functions.

• Experience in process optimization and change leadership, always looking for smarter, faster, better ways to work.

• A growth mindset — you’re curious, resilient, and always learning.

• Bachelor’s degree in Business Administration, Management, or a related field or relevant experience.

• Bilingualism (English and French) is a strong asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

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.

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 recruitment@manulife.com.

Referenced Salary Location

Waterloo, OntarioHybrid

Salary range is expected to be between

$100,950.00 CAD - $181,710.00 CAD

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.