Manager, Consolidation Services

Manulife • Atlanta, GA

2d • Hybrid

About The Position

The Consolidation Manager works as a manager of a broader team responsible for consolidating eligible outside assets into J.H. Retirement Plans. In this role the manager oversees a staff consisting of Consolidation Coordinators, Specialists, as well as Consultants. This involves educating, guiding and helping J.H. participants understand the options available to them so they can make informed decisions. The C.S. works with our participants to qualify the external assets and assist in every step in moving the money into their current 401(k). You will work closely with key partners across the Personal Financial Services team and U.S. Retirement to effectively oversee daily operations and strategically manage the inbound and outbound call volumes required to support participants with their retirement needs in a timely and accurate manner. In addition, the Manager will lead departmental initiatives and projects, analyze performance data to identify and address trends, and provide coaching and mentorship to both new hires and tenured associates who may require additional support to elevate their performance.

Requirements

• Bachelor’s degree Required; MBA preferred
• 6-10 years financial services industry experience
• 3 years call center experience
• 3 years’ experience with bundled and unbundled 401(k) plans and IRAs
• People management/team leader experience
• Call coaching experience
• Series 6 / 7, 63 required, 26, life license within 4 months of hire
• Strong sales skills
• Strong people management skills and ability to drive team success
• Excellent presentation and organizational skills
• Attention to detail
• Ability to work independently and as a team with a customer focus

Nice To Haves

• Strong product/market knowledge
• Experience working with Plan Sponsors, TPA’s & Advisors
• Ability to balance multiple priorities and direct the work of others
• Proactively share knowledge to ensure team objectives are met
• Strong customer focus and advocacy for a strong culture and diversity
• Consistent track record of top performance
• Combination of level-headedness, positive attitude and sound decision making

Responsibilities

• Supervise and manage Consolidation Services team members to hit and exceed productivity targets
• Manager of in-bound/out-bound phone-based team focused on educating participants on their choices when considering consolidation of outside assets.
• Perform call monitoring/coaching and provide feedback to associates
• Support individuals and overall team in achieving department goals
• Help train new associates
• Act as technical expert regarding IRS & DOL rules and regulations pertaining to IRA’s and DC Plans
• Develop/update department policies and procedures documentation
• Lead and/or participate in the development and implementation of workflow and system enhancements
• Provide guidance and assist team members with complex and escalated cases
• Understand the systems/functionality necessary to onboard customers into our IRA products/platform
• Monitor telephony and CRM systems to ensure department objectives are met
• Analyze and create programs that capitalize on team productivity
• Serve as a point person for business partners across the organization
• Monitor, analyze and drive compensation programs
• Support associates with their overall development
• Additional duties as assigned

Benefits

• 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
• 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.

What This Job Offers

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