Client Experience & QA Leader - Financial Services

Manulife Financial; Boston (MA); Hybrid; USD 92,000 - 160,000; Full time

Job summary

Manulife Financial is seeking an experienced leader to oversee a team of Client Service Representatives and Quality Assurance professionals supporting both self-directed investors and advisory program participants.

The role combines people leadership with risk management, regulatory compliance, and operational discipline to deliver an exceptional client experience while maintaining strong controls.

Qualifications

• FINRA licenses required or ability to obtain within a defined period.
• Experience supporting brokerage or advisory clients is required.
• Strong understanding of FINRA, SEC, and internal supervisory requirements.
• Proven ability to motivate teams and drive performance.
• Excellent communication, problem-solving, and relationship-building skills.

Responsibilities

• Lead, coach, and develop Client Service Representatives and QA Specialists to drive accountability and performance.
• Set clear goals, performance standards, and success metrics aligned to business objectives.
• Provide regular coaching, performance reviews, and career development discussions.

Skills

FINRA licenses (SIE, Series 7, 66, 24)

Education

Bachelor's degree in business/finance

Job description

Manulife Financial is seeking an experienced leader to oversee a team of Client Service Representatives and Quality Assurance professionals supporting both self-directed investors and advisory program participants.

The role combines people leadership with risk management, regulatory compliance, and operational discipline to deliver an exceptional client experience while maintaining strong controls.