Client Service Manager

Manulife Insurance Malaysia; Massachusetts; Hybrid; USD 60,000 - 101,000; Full time

Job summary

Join a leading financial services provider as a Client Service Manager. You will deliver exceptional customer service regarding 401k retirement plans, utilizing your advanced knowledge and leadership skills to support a high-performance team. This fully remote position welcomes candidates from any U.S. state.

Benefits

Flexible working environment

Diverse and inclusive workplace

Comprehensive benefits package

Opportunities for career growth

Qualifications

• 5+ years of 401k Retirement product experience required.
• Excellent verbal communication and effective listening skills required.
• Strong leadership skills demonstrated.

Responsibilities

• Provide high-quality phone and email-based customer service.
• Respond to incoming calls from clients, brokers, and third-party administrators.
• Resolve escalated customer complaints and provide operations support.

Skills

Verbal communication

Listening skills

Leadership

Organization

Multi-tasking

Attention to detail

Tools

Microsoft Office

Job description

time left to apply End Date: June 20, 2025 (2 days left to apply)

job requisition id JR25051802

We're looking for a Client Service Manager to join our John Hancock Retirement Client Services team!

You will be responsible for providing high quality, phone and email-based customer service to our US 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.

*This is a Remote position and we are open to candidates inany US state.

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:

5+ years of 401k Retirement product experience is required at minimum.

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.

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.

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] .

Referenced Salary Location

USA, Massachusetts - Full Time Remote

We're looking for a Client Service Manager to join our John Hancock Retirement Client Services team!

You will be responsible for providing high quality, phone and email-based customer service to our US 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.

*This is a Remote position and we are open to candidates inany US state.

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:

• 5+ years of 401k Retirement product experience is required at minimum.

• 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

#LI-Remote

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 [e-mail] .

Referenced Salary Location

USA, Massachusetts - Full Time Remote

Working Arrangement

Remote

Salary range is expected to be between

$60,375.00 USD - $100,625.00 USD

If you are applying for this role outside of the primary location, please contact [e-mail] 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.

Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify I Pay Transparency

Company: John Hancock Life Insurance Company (U.S.A.)

time left to apply End Date: June 26, 2025 (8 days left to apply)

About Us

We're Manulife. And we’re on a mission to make decisions easier and lives better.

Better is what drives us.It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives.It’s the reason we’re dedicated to investing in digital innovation and accelerating a sustainable and economically inclusive future.

Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go.

We’re proud of our accomplishments and recognitions. Recent awards include:

2024 Gallup Exceptional Workplace Award Winner

Manulife Named one of Forbes World’s Best Employers 2023

Best Companies to Work for in Asia 2023

We’ve been recognized as one of Canada’s Top 100 Employers (2024)

Manulife included in Bloomberg’s 2023 Gender-Equality Index

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Our ambition is to be the most digital, customer-centric global company in our industry. Learn more at https://www.manulife.com/ .