Client Service Manager, Retirement

This role represents an opportunity to be at the forefront of transformation, innovation and service excellence for our U.S. Retirement business. You will help to shape a new retirement recordkeeping and trust operations ecosystem including the complimentary tenets of people, process, technology, and data. You will be instrumental in evolving a new culture focused on efficiently servicing, transforming, and growing our U.S. Retirement business while maintaining our reputation for service excellence.

The opportunity is an individual contributor position reporting to the Operations Director. You will contribute to the overall success of Manulife Retirement John Hancock by providing high quality customer service to our clients and intermediaries.

Position Responsibilities:

Deliver high level client service through reactive and proactive communication

Respond, within service standards, to all incoming inquiries from clients and advisors

Complete plan level administrative functions

Provide professional, high-quality service to internal and external customers.

Provide operations support including resolving escalated customer complaints.

Effectively utilize leadership skills to support and contribute to team goals.

Leverage multiple administration systems to address inquiries.

Set and meet client expectations for complex issue resolution and follow-up within an established, specified timeframe.

Required Qualifications:

2-4 year retirement product experience.

Excellent verbal communication skills and effective listening skills

Ability to build positive relationships between customer/company.

Strong attention to detail

Demonstrated commitment to continuous improvement and challenge of the status quo Excellent organization and multi-tasking  knowledge of the business area, processes and services.
401k Retirement product experience.

Experience with Omni Recordkeeping softwareERISA/Plan design knowledge

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.

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  .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  .Referenced

Salary Location Boston, Massachusetts Working Arrangement Hybrid Salary  range is expected to be between $61,875.00 USD - $ USDEmployees 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,…