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.

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

• 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.

• 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.

• 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.

• 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.

マニュライフ・ファイナンシャル・コーポレーションは、「あなたの未来に、わかりやすさを」を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、 をご覧ください。

マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。

雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、 hrまでご連絡をお願いします。

Halifax, Nova Scotia

ハイブリッド勤務

$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…