BMO institutional client service associate coordinating onboarding, reporting, and account operations. Supporting investment clients and Institutional Sales across financial - services teams.
About the role
- Manager leading AdminAdvantage client services for Manulife’s group benefits operations. Overseeing teams, complex implementations, escalations, governance, and continuous improvement across client portfolios.
Responsibilities
- Lead, coach, and develop a team of Client and Account Specialists delivering client implementations and ongoing service
- Set direction and elevate team capability in managing complexity, risk, and high-impact client relationships
- Oversee workforce planning and resource allocation across client portfolios
- Drive accountability for service quality, client outcomes, and operational excellence
- Provide strategic oversight of end-to-end AdminAdvantage client delivery
- Ensure consistency and quality of client engagement, communications, and deliverables
- Support management of client structures, re-enrolments, and non-standard solutions
- Monitor portfolio health, identify risks, and intervene to ensure successful outcomes
- Act as senior escalation point for complex, high-risk issues
- Lead cross-functional resolution efforts and root cause analysis
- Establish governance frameworks, standards, and best practices
- Coordinate alignment across AdminAdvantage, Distribution, Underwriting, IT, and Operations
- Anticipate and manage portfolio risks and mitigation strategies
- Improve operating models, processes, and tools for scalability and service effectiveness
- Drive continuous improvement, process standardization, and operational strategy
- Partner with leaders and stakeholders to improve end-to-end service delivery
- Contribute to transformation initiatives and strategic programs
Requirements
- Post-secondary education in business, technology, or a related field, or equivalent experience
- Extensive leadership experience managing teams in complex, high-volume, and client-focused environments
- Deep understanding of Group Benefits, including plan design, enrolment processes, and system capabilities
- Proficiency with Microsoft Office 365 tools
- Demonstrated experience overseeing large-scale, complex client implementations and service delivery across multiple clients or segments
- Strong expertise in project management, business analysis, and system implementation in complex environments
- Proven ability to influence and lead cross-functional stakeholders at senior levels
- Strong analytical and strategic capability, including use of data and insights to drive decisions and improvements
- Nice to have: Bilingual (French & English) — the successful candidate could have to also communicate in French to support clients from various jurisdictions including Quebec
Benefits
- Flexible work environment
- Learning and career growth opportunities
- Well-being and inclusion support
- Health insurance
- Dental insurance
- Mental health benefits
- Vision insurance
- Short- and long-term disability insurance
- Life and AD&D insurance
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans
- Pension
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays, vacation, personal, and sick days
- Statutory leaves of absence
- Incentive programs and incentive compensation tied to business and individual performance
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