Client Service Manager

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. 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.

About Manulife and John Hancock

Manulife Financial Corporation is an important international provider of financial services that helps people make decisions in an easier way and live better. For more information about us, visit www.manulife.com. Manulife is an employer that offers equal opportunity. In Manulife/John Hancock, we value our diversity. We strive to attract, train, and retain a workforce as diverse as the clients we serve, and to foster an inclusive work environment in which the strengths of cultures and people are leveraged. We are committed to equity in hiring, retention, advancement, and compensation, and we administer all of our practices and programs without discrimination based on race, ancestry, place of origin, color, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other aspect protected by current law. Our priority is to remove barriers to ensure equal access to employment. A Human Resources representative will work with applicants who require a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner consistent with Manulife/John Hancock's relevant laws and policies. To request a reasonable accommodation in the application process, please send us a message at recruitment@manulife.com.

Location

Boston, Massachusetts

Work Modalities

Hybrid

Salary Range

$60,375.00 USD - $100,625.00 USD

If you are applying for this position outside the primary location, please contact recruitment@manulife.com to know the salary range of your location. The actual salary will vary depending on the local market conditions, geography, and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and receive incentive compensation linked to business and individual performance.

Benefits

Manulife/John Hancock offers eligible employees a wide range of customizable benefits including health, dental, mental health, vision, short and long-term disability coverage, life and accidental death and dismemberment insurance, adoption/surrogacy, and employee/family wellness, and retirement plans (including 401(k) savings plans and a global stock ownership plan with employer matching contributions). We also offer eligible employees various savings plans (including 401(k) savings plans and a global stock ownership plan with employer matching contributions) and financial counseling and education resources. Our generous U.S. paid time off program includes up to 11 holidays, 3 personal days, 150 vacation hours, and 40 sick hours (or more where required by law) per year, and we offer all types of leave required by law.