Manager, Sponsor Services

Manager, PSS Client Services

Reporting to the Director, Plan Sponsor Services, the Manager, PSS Client Services is responsible for the management and delivery of the client experience within Group Retirement Solutions. This team is part of the Plan Sponsor Services Organization inside Customer Experience.

Position Responsibilities:

• Understand and agree with management the responsibilities of the team; develop capacity objectives and audit programs to manage quality
• Lead staff and conduct ad-hoc reviews to ensure quality of service
• Influence and advocate with applicable business partners best practices and solutions for ongoing management of client expectations and service
• Leadership of relationship team handling clients and market sources with the most significant financial influence in Group Retirement Solutions
• Special work may be performed such as investigations, consultation and oversight of complex client administration processes
• Client interaction is integral to this role, this leader acts as an escalation point for external clients as well as internal business partners

Required Qualifications:

• Superior customer service and relationship management skills
• Change management experience with proven ability to effectively implement change in a transformational organization.
• Demonstrated skill in evaluating feasibility or practicality of ideas and options; assessing risks and trade-offs; making informed and timely decisions.
• Excellent communication skills, both written and verbal. This applies to both internal and external parties and understanding your audience in knowing the level of information that should be shared in each venue.
• Excellent influencing and negotiation skills

• Proven leadership skills

Preferred Qualifications:

• Strong GRS knowledge is preferred but not essential
• RPA designation is an asset

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. Manulife is an Equal Opportunity Employer. At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies.