Retirement Operations & Client Experience Lead

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

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.