Client Service Manager, Retirement

John Hancock; Boston (MA); Hybrid; USD 62,000 - 103,000; Full time

Job summary

John Hancock Life Insurance Company (U.S.A.) in Boston is seeking an individual contributor to support the U.S. Retirement business’s recordkeeping and trust operations transformation.

You will deliver high quality client service to clients and intermediaries, handle plan admin tasks, and drive process improvements in a hybrid work environment. You will report to the Operations Director and utilize Omni Recordkeeping systems while applying ERISA knowledge to design and support 401(k) solutions.

Qualifications

• 2-4 year retirement product experience.
• Excellent verbal communication skills and effective listening.
• Ability to build positive relationships between customer/company.
• Strong attention to detail.
• Commitment to continuous improvement and challenging status quo.
• Excellent organization and multi-tasking skills.
• In-depth knowledge of retirement products, processes and services.
• 401k retirement product experience.
• ERISA/Plan design knowledge.

Responsibilities

• Deliver high level client service through reactive and proactive communication.
• Respond to all inquiries from clients and advisors within service standards.
• Complete plan level administrative functions.
• Provide professional, high-quality service to internal and external customers.
• Provide operations support including resolving escalated customer complaints.
• Utilize leadership skills to support team goals.
• Leverage multiple administration systems to address inquiries.
• Set and meet client expectations for complex issue resolution within timeframe.

Skills

Retirement product exp

Communication

Relationship building

Attention to detail

Organizational skills

ERISA knowledge

Omni Recordkeeping

Tools

Omni Recordkeeping

Job description

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 skills.
• In-depth knowledge of the business area, processes and services.
• 401k Retirement product experience.
• Experience with Omni Recordkeeping software
• ERISA/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 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

Boston, Massachusetts

Working Arrangement

Hybrid

Salary range is expected to be between

$61,875.00 USD - $103,125.00 USD

Employees 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, experience, and education/training. If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location.

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.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.

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