Client Service Manager

As a Client Service Manager in our John Hancock Retirement department, you will be responsible for providing high quality, phone and email-based customer service to our USA clients regarding their 401k Defined Contribution Plan.

This position requires advanced knowledge of 401k retirement products and processes to research and provide solutions to complex issues that fall outside normal processes.

As a Client Service Manager, you will report into the Manager, US Retirement Client Service for the Global Wealth and Asset Management (GWAM) business function.

*We are open to candidates in any USA state, as this is a Remote position.

Position Responsibilities:

• Respond, within service standards, to all incoming calls from clients, brokers, & Third-Party Administrators.
• Provide information regarding retirement account details, payments / transactions, products, and application status to all parties.
• 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 computer-based administration systems to resolve complex issues.
• Set and meet client expectations for complex issue resolution and follow-up with client within an established, specified timeframe.
• Refer complex situations to Team Leaders for review and/or exception approval.
• Understand how metrics, quality, and engagement impact the business.

Shared Responsibilities

• Assists with training of the team, such as new-hire training, cross-training, and one-on-one development.
• Work with other areas to create and validate training documents, as well as offer suggestions for process improvements as needed.

Required Qualifications:

• Minimum of 5+ years of 401k Retirement product experience is required.
• Excellent verbal communication skills and effective listening skills are required.
• Must possess and demonstrate strong leadership skills.
• Proficient knowledge of Microsoft Office applications is required.
• Attention to detail skills required.
• Demonstrating commitment to quality.
• Excellent organization and multi-tasking skills.
• Advanced knowledge of the business area, processes and services provided and an in-depth understanding of internal business procedures and workflows.

Preferred Qualifications:

• 2+ years call center experience is an asset.

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.

#LI-JH 
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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 recruitment@manulife.com.

Primary Location

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com 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/John Hancock 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/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

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