Client Service Manager

As a

Client Service Manager

in our John Hancock Retirement department, you will be responsible for providing high quality, phone and email-based customer service to our USA clients regarding their 401k Defined Contribution Plan.

This position requires knowledge of retirement products and processes to research and provide solutions to complex issues that fall outside normal processes.

As a Client Service Manager, you will report into the Manager, US Retirement Client Service for the Global Wealth and Asset Management (GWAM) business function.

*This is a

hybrid

work arrangement (3 days in office, 2 work from home).

Position Responsibilities: Respond, within service standards, to all incoming calls from clients, brokers, & Third-Party Administrators. Provide information regarding retirement account details, payments / transactions, products, and application status to all parties. 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 computer-based administration systems to resolve complex issues. Set and meet client expectations for complex issue resolution and follow-up with client within an established, specified timeframe. Refer complex situations to Team Leaders for review and/or exception approval. Understand how metrics, quality, and engagement impact the business.

Required Qualifications: 2-4 year retirement product experience. Excellent verbal communication skills and effective listening skills are required. Ability to build positive relationships between customer/company. Proficient knowledge of Microsoft Office applications is required. Attention to detail skills required. Demonstrating commitment to quality. Excellent organization and multi-tasking skills. In-depth knowledge of the business area, processes and services.

Preferred Qualifications: 2+ years call center experience is an asset. 401k Retirement product experience. Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients outside of Quebec.

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.

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

hr@manulife.com .

Referenced Salary Location Halifax, Nova Scotia Working Arrangement Hybrid Salary range is expected to be between $50,100.00 CAD - $83,500.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact

hr@manulife.com

for the salary range for your location.

Manulife 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 and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact

hr@manulife.com

for more information about U.S.-specific paid time off provisions.