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 to make decisions in a more easy and better way. For more information about us, visit www.manulife.com.

Manulife Is An Equal Opportunity Employer

In Manulife/John Hancock, we value our diversity. We strive to attract, develop and retain a workforce that is 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 applicable law. Our priority is to eliminate barriers to ensure equal access to employment. A human resources representative will work with applicants who require reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner consistent with applicable Manulife/John Hancock laws and policies. To request a reasonable accommodation in the application process, please send us a message at recruitment@manulife.com.

Primary Location

Boston, Massachusetts

Work Modalities

Hybrid

Salary Range

$60,375.00 USD - $100,625.00 USD

If you are applying for this position outside of the primary location, please contact recruitment@manulife.com for the salary range of your location. The actual salary will vary based on local market conditions, geography, and relevant job-related knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation linked to business and individual performance. Manulife/John Hancock offers eligible employees a wide variety of customizable benefits, including health, dental, mental health, vision, short and long-term disability, life insurance and accidental death and dismemberment coverage, adoption/surrogacy, and wellness, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including 401(k) or pension 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 legally mandated leave. Know Your Rights (https://www.dol.gov/agencies/ofccp/posters)

Family and Medical Leave Act

Employee Polygraph Protection Act (https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf)

Right to Work

Electronic Verification (E-Verify)

Salary Transparency (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

Company: John Hancock Life Insurance Company (U.S.A.)