Client Service Manager

Manulife•Boston, MA

12d•Hybrid

About The Position

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. 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. #LI-JH About Manulife and John Hancock Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html . 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. To request a reasonable accommodation in the application process, contact [email protected] .

Requirements

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

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.

Benefits

Manulife/John Hancock offers eligible employees a wide array of customizable benefits, including 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.
We also offer eligible employees 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.
Our generous paid time off program in the U.S. includes 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, and we offer the full range of statutory leaves of absence.

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