Operations Management Consultant

Manulife • Boston, MA

6h • Hybrid

About The Position

We’re looking for an enthusiastic, motivated, and relationship‑driven Operations Management Consultant to join our distribution support team. If you enjoy working with technology and data to support both internal and external partners by identifying needs, solving problems and finding solutions this role is for you. The Operations Management Consultant (OMC) provides industry leading Distribution support, through effective relationship management. The position proactively identifies needs and solutions for our Distribution Partners by assisting with client-facing technology, promoting educational tools and services as well as facilitating solutions to any item pertaining to the John Hancock Operations organization. Key Responsibilities Manage inquiries into the OMC inbox maintaining a 24-hour SLA Provide assistance with CRM data management. Including creating, updating, and merging records for producers, contacts and firms. Communicate regularly with internal wholesalers, external wholesalers, and external customers Represent John Hancock on calls with Producers and Firms Assist with Point of Sale, Firm, Producer identification for case set up/assignment Sustain the delivery of consistent quality service and reputation for OMC team Support management on various strategic projects that impact Firm/Producer experience Identify and forward feedback for coaching opportunities arising from service experiences Surface solutions which help to align or enhance our processes and procedures Solid understanding of our systems and monitor accuracy, efficiency, and accessibility Help to define ideas for customer centricity and identify opportunities for self service

Requirements

• At least 2 years of experience supporting sales and distribution teams
• Previous experience in financial services, distribution, or related industries
• Familiarity with CRM platforms such as Salesforce and proficiency with Microsoft Office tools (Word, Excel, Powerpoint)
• Understanding of data and ability to provide analysis and insight
• Ability to work within a team environment and experience working with projects
• Strong communication and presentation skills
• Dedication to our customers and understanding our customers’ needs
• Comfortable with technology and experience with tools such as AI, CHAT GPT, Power BI

Nice To Haves

• Life and Annuities experience preferred

Responsibilities

• Manage inquiries into the OMC inbox maintaining a 24-hour SLA
• Provide assistance with CRM data management. Including creating, updating, and merging records for producers, contacts and firms.
• Communicate regularly with internal wholesalers, external wholesalers, and external customers
• Represent John Hancock on calls with Producers and Firms
• Assist with Point of Sale, Firm, Producer identification for case set up/assignment
• Sustain the delivery of consistent quality service and reputation for OMC team
• Support management on various strategic projects that impact Firm/Producer experience
• Identify and forward feedback for coaching opportunities arising from service experiences
• Surface solutions which help to align or enhance our processes and procedures
• Solid understanding of our systems and monitor accuracy, efficiency, and accessibility
• Help to define ideas for customer centricity and identify opportunities for self service

Benefits

• You’ll be empowered to learn , grow, and build the career you want.
• You’ll work within a flexible , inclusive environment where well‑being is a priority.
• As part of a global organization , you’ll have the opportunity to help shape the future of our business and the customers we serve.
• 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: Entry Level
• Education Level: No Education Listed