Client Services Leader — QA, Compliance & Growth

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

Benefits offered by this job

Incentive programs

Comprehensive benefits package

Job summary

Manulife/John Hancock is seeking an experienced leader to oversee a team of Client Service Representatives and Quality Assurance professionals supporting self-directed investors and advisory clients. The role emphasizes strong regulatory knowledge, risk management, and supervisory oversight with a passion for talent development and delivering an exceptional client experience.

You'll partner with Compliance, Supervision, and Risk teams to maintain FINRA/SEC standards while driving process

Qualifications

• Active FINRA licenses or ability to obtain within defined period.
• Demonstrated expertise supporting brokerage or advisory clients.
• Strong understanding of FINRA, SEC, and internal supervisory requirements.
• Proven ability to motivate teams and drive performance.
• 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.
• Conduct coaching, performance reviews, and career development conversations.
• Collaborate with cross-functional partners to resolve issues and improve workflows.
• Oversee QA program to ensure regulatory, procedural, and quality standards.
• Provide senior leadership with insights on performance, risks, and opportunities.

Skills

Leadership experience

Client service leadership

Regulatory knowledge

Risk management

Communication skills

Problem-solving

Relationship-building

Education

Bachelor's degree in business, finance, or related field

Job description

Manulife/John Hancock is seeking an experienced leader to oversee a team of Client Service Representatives and Quality Assurance professionals supporting self-directed investors and advisory clients. The role emphasizes strong regulatory knowledge, risk management, and supervisory oversight with a passion for talent development and delivering an exceptional client experience.

You'll partner with Compliance, Supervision, and Risk teams to maintain FINRA/SEC standards while driving process