Client Service Leader

Manulife • Boston, MA

6d • Hybrid

About The Position

We are seeking an experienced and forward‑thinking leader to oversee a team of Client Service Representatives and Quality Assurance professionals supporting both self-directed investors and clients enrolled in ongoing advisory programs. This role operates within a dynamic financial services environment and requires a strong blend of people leadership, service excellence, regulatory knowledge, and operational discipline. The ideal candidate brings deep experience leading client-facing teams, a passion for developing talent, and a commitment to delivering an exceptional client experience while maintaining strong risk management and supervisory oversight.

Requirements

• Active FINRA licenses: SIE, Series 7, Series 66 (or both Series 63 and 65), Series 24. Or the ability to obtain licensing within a defined period.
• Demonstrated expertise supporting brokerage or advisory clients.
• Strong understanding of FINRA, SEC, and internal supervisory requirements.
• Proven ability to motivate teams, drive performance, and build a positive culture.
• Exceptional communication, problem‑solving, and relationship‑building skills.

Nice To Haves

• Minimum 5 years of leadership experience in a client service, contact center, or financial services environment.
• Experience supporting advisory program operations or fee‑based investment platforms.
• Background in quality assurance or service quality program leadership.
• Track record of leading change and driving process improvement initiatives.
• Bachelor’s degree in business, finance, or related field.

Responsibilities

• Lead, coach, and develop a team of Client Service Representatives and Quality Assurance Specialists, fostering a culture of accountability, continuous learning, and exceptional performance.
• Establish clear goals, performance standards, and success metrics aligned to business objectives.
• Conduct regular coaching sessions, performance reviews, and career development conversations.
• Flexibility to support product and process initiatives as business develops.
• Ensure timely, accurate, and empathetic support to self-directed clients and advisory program participants.
• Monitor service level metrics, call quality, and workflow management to maintain operational excellence.
• Identify service gaps or emerging issues and implement process improvements to enhance the end‑to‑end client experience.
• Oversee operational readiness for new initiatives and platforms.
• Oversee the QA program to ensure client interactions meet regulatory, procedural, and quality standards.
• Partner with Compliance, Supervision, and Risk teams to manage escalations and maintain adherence to FINRA and SEC requirements.
• Apply supervisory responsibilities associated with the Series 24 license, ensuring proper oversight of registered representatives and adherence to firm policies.
• Collaborate with cross-functional partners- including Operation, Product, Technology, and Advisor Experience- to resolve issues and improve advisor and client workflows.
• Lead initiatives to enhance efficiency, reduce errors, and streamline processes supporting advisory and self-directed channels.
• Provide insights and report to senior leadership regarding team performance, trends, risks, and opportunities.

Benefits

• health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans.
• various retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources.
• up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year
• full range of statutory leaves of absence.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level