Client Service Manager, Retirement

Manulife Financial; Boston, Northern (MA, KY); Hybrid; USD 62,000 - 103,000; Full time

Job summary

Manulife Retirement John Hancock is seeking an individual contributor in Boston to support its U.S. Retirement recordkeeping and trust operations initiative.

You will deliver high‑level client service, respond to inquiries from clients and advisors, and complete plan-level administrative tasks while partnering with the Operations Director. You will leverage Omni Recordkeeping systems and ERISA knowledge to resolve complex issues, maintain strong relationships, and contribute to a culture focused

Qualifications

• 2–4 years of retirement product experience required.
• Excellent verbal communication and listening skills.
• Ability to build positive relationships with customers.
• Strong attention to detail and organization.
• Commitment to continuous improvement and challenging the status quo.
• Experience with ERISA and plan design concepts.

Responsibilities

• Deliver high level client service through reactive and proactive communication.
• Respond to 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.
• Support team goals using leadership and collaboration.
• Utilize multiple administration systems to address inquiries.
• Set and meet client expectations for complex issue resolution within the timeframe.

Skills

Retirement product experience

Excellent communication

Relationship building

Attention to detail

Continuous improvement mindset

Organization and multi-tasking

ERISA knowledge

Tools

Omni Recordkeeping software

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.

マニュライフとジョン・ハンコックについて

マニュライフ・ファイナンシャル・コーポレーションは、「あなたの未来に、わかりやすさを」を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、 https://www.manulife.co.jp/ lご覧ください。

マニュライフは機会均等を是とする雇用主です

マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。

雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律…申請プロセスにおいて合理的配慮を要求するには、[e-mail]までご連絡をお願いします。

Referenced Salary Location

Boston, Massachusetts

Working Arrangement

ハイブリッド勤務

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.

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

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