Third-Party Provider Support Specialist

Reporting to Director, Strategic Partnerships, the Third-Party provider Consultant is responsible for leading team projects, acting as a liaison with other business units on key projects to ensure that Strategic partnership requirements are being met and that the process is being designed and documented to ensure appropriate processes are in place, and working with new vendors to support onboarding. The incumbent also coordinates all vendor governance activities and vendor operational meetings. supports internal as well as vendor audits, performs data analysis, and monitors and tracks team and vendor reporting (including Service Level reporting, vendor spending, etc.).
The incumbent will possess a thorough knowledge of the Canadian Group Benefits business and will work cross-functionally with Manulife GB, Product, Operations, Accounting, Procurement, and Vendor Governance Management to support strategic partnership initiatives.

Position Responsibilities:

• Acts as liaison and project lead on initiatives that impact the Strategic Partnerships team; ensures that requirements are documented, workflows established and procedures documented. 

• Creates and maintains all process documentation; Identifies new ideas, and opportunities for improvement and coordinates changes  

• Coordinates semi-annual and annual vendor governance activities, including completion of vendor scorecards, performance reviews, SOC CUEC reviews and annual financial reviews.

• Supports vendor audit activity, including audit plan, data analysis, assessment of findings, writing the audit report, coordinating directly with the vendor for field work, audit response and any corrective action plans

• Supports all internal and external audits by providing subject matter expertise as it relates to functions supported by the team, gathering evidence, responding to questions, reviewing findings and coordinating corrective action plans.

• Monitors and tracks team and vendor reporting (including Service Level reporting, vendor spending, etc.).  

• Regularly monitor and measure services being provided by vendors.  Prepare service reports, highlighting and escalating issues for management attention. 

• Coordinates monthly vendor operational meetings

• Manages Unclaimed Property requirements with applicable vendors, which includes semi-annual reconciliation and all unclaimed property reporting

• Provides backup for processing all vendor funding and reconciliation activity

Required Qualifications:

• Bachelor’s degree or equivalent business experience plus 5+ years of practical work experience

• Comprehensive and demonstrated knowledge of Group Benefits business, and Manulife operating policies

Preferred Qualifications:

• Exceptional organizational, time management and multi-tasking skills, ability to prioritize independently and adapt to changing priorities.

• Strong interpersonal, relationship and communication skills are key to this role

• Excellent analytical and data analysis skills with strong proficiency in Excel Strong writing skills including an ability to prepare process documentation, audit and management reports, etc.

• Excellent leadership, consulting, analysis, problem-solving and conflict management skills.

• Self-motivated and strong drive for quality results with a proven ability to get results through indirect resources

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.

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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 [email protected].

Waterloo, Ontario

Hybrid

Salary range is expected to be between

$61,350.00 CAD - $102,250.00 CAD

If you are applying for this role outside of the primary location, please contact [email protected] 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 [email protected] for more information about U.S.-specific paid time off provisions.