Client Service & QA Leader

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

Benefits offered by this job

Hybrid work environment

Competitive benefits package

Job summary

Manulife (John Hancock) in Boston seeks a seasoned leader to oversee Client Service Representatives and QA professionals serving self-directed investors and advisory program participants.

You will drive client experience, lead risk-aware operations, and collaborate with Compliance, Supervision, and Risk teams to ensure FINRA and SEC adherence while developing talent and maintaining a strong control environment.

Qualifications

• Active FINRA licenses: SIE, Series 7, Series 66 (or Series 63 and 65), Series 24, or ability to obtain within defined period.
• Experience supporting brokerage or advisory clients.
• Strong understanding of FINRA, SEC, and internal supervisory requirements.
• Proven ability to motivate teams, drive performance, and build a positive culture.
• Exceptional communication, problem-solving, and relationship-building skills.

Responsibilities

• Lead, coach, and develop a team of Client Service Representatives and Quality Assurance Specialists.
• Establish goals, performance standards, and success metrics aligned to business objectives.
• Conduct coaching sessions, performance reviews, and career development conversations.
• Collaborate with cross-functional teams to resolve issues and streamline advisor and client workflows.
• Provide insights and reports to senior leadership on performance, risks, and opportunities.

Skills

Leadership

FINRA licensing knowledge

Regulatory compliance

Brokerage/advisory experience

Communication & interpersonal skills

Education

Bachelor’s degree in business/finance or related field

Job description

Manulife (John Hancock) in Boston seeks a seasoned leader to oversee Client Service Representatives and QA professionals serving self-directed investors and advisory program participants.

You will drive client experience, lead risk-aware operations, and collaborate with Compliance, Supervision, and Risk teams to ensure FINRA and SEC adherence while developing talent and maintaining a strong control environment.