The Group Benefits Operations team is currently seeking a Supervisor to join their team. The successful candidate will be a highly motivated, influential, and passionate professional, committed to building strong relationships while driving initiatives in a fast‑paced and constantly evolving environment.

The Group Benefits Member Operations Supervisor will lead a team that provides administrative support to our group benefits clients, coordinating efforts to deliver world‑class administration and customer service. Our clients rely on us to manage their group benefits programs, and you will be part of a team that delivers outstanding results to both our clients and members. The Supervisor is responsible for providing leadership, guidance, and mentorship to the team while fostering a positive work environment. The successful candidate will ensure the department’s service and quality goals and commitments are met through coaching, monitoring, and providing feedback to the team. In addition, you will be expected to build and maintain strong relationships with internal and external stakeholders to meet or exceed service level commitments and identify opportunities to enhance the quality of service provided to our client base.

If you enjoy working in a fast‑paced environment where every day brings something new and innovative ideas are encouraged, you may be the candidate we’re looking for!

Position Responsibilities:

• Manage the day‑to‑day operations of the Group Benefits Member Operations team, including resource management, coaching, and motivating staff through regular feedback, recognition, and identifying development opportunities.
• Act as a point of contact for escalated inquiries from both internal and external clients.
• Identify client needs, issues, and perceptions, and develop action plans to ensure a positive client and member experience.
• Coordinate operational functions such as planning, processes, and quality controls across multiple global teams.
• Seek out new opportunities and participate directly in continuous improvement initiatives.
• Identify opportunities to improve service, reduce costs, and enhance employee experience, and create action plans to address them.
• Support PMA’s financial efficiency through effective productivity management and other expense‑control mechanisms.

Required Qualifications:

• Support PMA’s financial efficiency through effective productivity management and other expense‑control mechanisms.

Preferred Qualifications:

• An approachable leader who upholds strong values and consistently acts with integrity.
• Proven experience supporting service‑level agreements across various intervals (intra‑day, daily, weekly, and monthly).
• In‑depth knowledge of group benefits is considered an asset.
• Ability to deliver an exceptional client experience by understanding and meeting their needs, prioritizing customer satisfaction, and treating internal clients fairly.
• Ability to move forward even without all the answers, demonstrating resourcefulness and comfort in solution‑finding.

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.

#LI-HYBRID

The role being advertised is an existing vacancy.

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

CAN, Ontario, Waterloo, 500 King Street North

Working Arrangement

Hybrid

Salary range is expected to be between

$59,100.00 CAD - $98,500.00 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 .