Research Benefit Administrator Support

at  Manulife

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

JOB DESCRIPTION

Group Benefits serves the needs of Plan sponsors, members, and market sources, helping make Canadians healthier and organizations stronger. The AdminAdvantage Administration team within the Manulife Group Benefits organization links people, technology, and expert services to simplify benefits administration and provide a consistent, powerful member and client experience. Our vision is to be recognized as the partner of choice within the industry for benefits solutions and benefits administration services. As a member of our team, you will be supporting 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.

HOW WILL YOU CREATE IMPACT?

AdminAdvantage Administration is looking for a Research Benefits Administrator to join our team. The successful candidate will manage client and plan member inquiries related to eligibility processes and will be required to collaborate with other Manulife teams inside and outside of AdminAdvantage, focusing on the customer through all processes.

• Assessing training needs of learner/Business, develop training and teaching materials as well as updating procedural documentation.
• Develop training plan/approach
• Estimate training work/task efforts
• Facilitate on-the-job coaching, virtual cross training on product overviews, systems, technical and functional processes.
• Track and report on training outcomes and provide feedback to Managers regarding staff’s performance and development and making recommendations for improvement
• Communicate processing errors to representatives on a one-to-one basis as well as attending department staff meetings to discuss processing issues and clarification measures.
• Provides support to processing associate as a subject matter expert
• Support the research benefit administration team, and Leaders with handling complex cases, unique situations and escalated technical inquiries as requested
• Collaborate across the organization to develop best practices and incorporate the big picture, working to improve training content and processes/procedures.
• Leverages skills, experience and networks to assist staff to meet aggressive performance and professionalism benchmarks
• Play a critical role in the change management & business readiness process by ensuring your business stakeholders are change-ready from a training and procedural documentation perspective.
• Other duties as assigned