DC Client Service Manager - Taft Hartley

Manulife•Usa, PA

7d•Remote

About The Position

The Client Service Manager has overall responsibility for providing client service management. Position Responsibilities: Provide quality financial and administrative service to a select block of challenging cases Identify, analyze, design and oversee implementation of optimal corrections and solutions to errors, problems and business needs Manage nonstandard issues and ensure they are understood and that reliable processes exist to handle them Ensure discipline and good judgement are exercised in cases where nonstandard conditions create profitability issues Consult with team members and customer base re: highly sensitive and complex issues, as a point of escalation Consult with management and Client Account Advisor department wide on significant business and administrative issues in an advisory role Assist Team Manager in coordinating team resources and monitoring team activities Contribute to the work systems improvement of the department by identifying barriers and providing input to solutions Provide quality client administration by processing all standard financial transactions on assigned caseloads Liaise, communicate and negotiate with supporting departments to optimize service delivery and case management; identify potential problem areas and resolve or escalate them Identify trends and patterns of customer issues and business practices and resolve or escalate to appropriate person Monitor teams management information to support problem identification, implement corrective action and meet service standards Identify and define training and development needs of the department and contribute to solutions Train staff in procedures, work flows, systems functionality, complex corrections and practices Act as consultant to the team by developing and delivering formal staff and customer base training Assist in developing and supporting staff to enable them to work effectively in customer-focused teams Build solid partnerships with customer base to ensure effective service delivery and relationships Represent team on departmental and divisional projects

Requirements

Extensive knowledge of the specific business products, services and processes
Completion of departmental educational courses as required including valid licenses as required
Excellent communication (both oral and written) and presentation skills
Excellent knowledge of workflows, procedures and the functionalities, complexities and limitations of our systems
Proactively anticipate and manage business issues and impacts and build rational cases to influence recommended course of action
Key team player with ability to lead and act as a role model to team/department staff
Demonstrated understanding of the big picture to enable sound and creative problem-solving and decision making
Ability to communicate complex technical information clearly and at a level appropriate to the listener

Responsibilities

Provide quality financial and administrative service to a select block of challenging cases
Identify, analyze, design and oversee implementation of optimal corrections and solutions to errors, problems and business needs
Manage nonstandard issues and ensure they are understood and that reliable processes exist to handle them
Ensure discipline and good judgement are exercised in cases where nonstandard conditions create profitability issues
Consult with team members and customer base re: highly sensitive and complex issues, as a point of escalation
Consult with management and Client Account Advisor department wide on significant business and administrative issues in an advisory role
Assist Team Manager in coordinating team resources and monitoring team activities
Contribute to the work systems improvement of the department by identifying barriers and providing input to solutions
Provide quality client administration by processing all standard financial transactions on assigned caseloads
Liaise, communicate and negotiate with supporting departments to optimize service delivery and case management; identify potential problem areas and resolve or escalate them
Identify trends and patterns of customer issues and business practices and resolve or escalate to appropriate person
Monitor teams management information to support problem identification, implement corrective action and meet service standards
Identify and define training and development needs of the department and contribute to solutions
Train staff in procedures, work flows, systems functionality, complex corrections and practices
Act as consultant to the team by developing and delivering formal staff and customer base training
Assist in developing and supporting staff to enable them to work effectively in customer-focused teams
Build solid partnerships with customer base to ensure effective service delivery and relationships
Represent team on departmental and divisional projects