Sponsor Support

Manulife; Canada; On-site; CAD 45,000 - 65,000; Full time

Benefits offered by this job

Competitive salary

Flexible work policies

Professional development opportunities

Job summary

Dormont Manufacturing Co is seeking a Sponsor Support to join their FutureChoice Retirement Services Team. You will provide critical back-office operational support to enable client-facing teams to focus on higher-value interactions, handling administrative tasks and ensuring efficiency.

This hybrid role requires strong customer service experience, effective communication, and the ability to manage complexities. The position offers a competitive salary, flexible work policies, and growth opportunities.

Qualifications

• At least 2 years of customer service experience with strong verbal and written communication skills.
• Strong interpersonal skills to engage diverse customer personalities professionally.
• Proven ability to handle ambiguity and resolve complex customer needs.

Responsibilities

• Execute administrative and operational tasks to support CSMs and service delivery.
• Manage back-office workflows including transactions and quality checks.
• Handle complex cases using process knowledge to resolve or escalate issues.

Skills

Customer service experience

Verbal and written communication

Interpersonal skills

Multitasking

Time management

Education

Post-secondary education with industry certification

Tools

Salesforce

OMNI

Job description

The Opportunity

Join the FutureChoice Retirement Services Team to help drive transformation in the U.S. Retirement business by supporting a modern recordkeeping and operations ecosystem across people, process, technology, and data.

As a Sponsor Support, you provide critical back‑office and operational support to client‑facing teams, enabling them to focus on higher‑value client interactions. You handle administrative tasks, process workflows, resolve inquiries, and ensure accuracy, efficiency, and a strong client experience.

As the operating model and service delivery continue to mature, the scope of the role is expected to expand, offering broader exposure to client service and business partner delivery and creating opportunities for increasing involvement in the end‑to‑end client experience over time.

Position Responsibilities

• Execute administrative and operational tasks (processing, documentation, data management, reporting) to support CSMs and overall service delivery
• Manage back‑office workflows, including sponsor transactions, non‑standard requests, and quality checks to ensure accuracy and compliance
• Handle complex cases and exceptions, using process knowledge and judgment to resolve or escalate issues appropriately
• Maintain accurate centralized records and ensure work is prepared in advance to enable timely review and reduce delays
• Drive collaboration and continuous improvement by supporting client‑facing teams, resolving escalations, and identifying efficiency and quality enhancements
• Perform additional tasks and responsibilities as assigned, based on evolving business needs

Required Qualifications

• At least 2 years of customer service experience with strong verbal and written communication skills
• Strong interpersonal skills with the ability to engage and manage diverse customer personalities professionally
• Proven ability to handle ambiguity and resolve unfamiliar or complex customer needs with confidence
• Excellent multitasking and time management skills in high‑volume, fast‑paced environments, with strong attention to detail
• Self‑driven team player with ownership mindset, able to work independently while building strong internal and customer relationships

Preferred Qualifications

• Post‑secondary education with industry certification is preferred or equivalent work experience
• Knowledge of 401k/pension plans
• System knowledge of OMNI, Salesforce, Decisions.com

What can we offer you?

• A competitive salary and benefits packages
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills
• A focus on growing your career path with us
• Flexible work policies and strong work‑life balance
• Professional development and leadership opportunities

Working Arrangement

Hybrid

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 [e-mail].