Work with internal partners to identify deliverables, interdependencies, and impacted areas required for successful client experience delivery
Liaise with clients to understand needs, manage expectations, and provide updates
Maintain oversight of all components of plan sponsor experience
Lead program management activities including project planning and progress reviews
Identify and manage risks to timeline, operations, and cost
Drive client experience focus while balancing impact to Manulife
Serve as a primary point of escalation and solutioning for internal teams
Conduct root cause analysis to identify process improvements

7+ years of program management experience
Strong internal and external relationship management
Understanding of Group Benefits products/financial arrangements including underwriting practices, compliance, and vendor management
Excellent communication and influencing skills at various levels of the organization
Bilingualism (English and French) is a strong asset
Ability to adapt to changes quickly and easily within the business and organization
Ability to balance competing demands with little management direction/support

Director, Plan Sponsor Experience Delivery

Key skills