This role can be remote anywhere in the US and hybrid in Canada.

The Client Service Manager has overall responsibility for providing client service management for approximately 15 to 20 small to large Taft Hartley Retirement Plans.

Individual Responsibilities:

Client Relations:

• Accountable for the timely and accurate delivery of administrative services to their clients; this position is responsible for coordinating all RPS functions as necessary to enable the delivery of administrative services to their clients
• Manage day-to-day client relationships for assigned clients; interfaces with client as primary JHRPS administrative contact
• Respond to client inquiries, research client issues, resolve service issues/errors, and demonstrate proactive, solution-based approach to enhance client relations
• Assume full accountability for client satisfaction from an administration servicing perspective
• Analyze client requests versus JHRPS policies, procedures and best practices
• Proactively manage account by setting appropriate expectations
• Developing capability to negotiate and influence services with clients and provide alternative solutions
• Identify billable services
• Demonstrate full understanding of the client and their plan document; develop in-depth understanding of plan administration, client’s sensitivities, needs, and objectives with respect to the administration of their retirement plan
• Ability to interpret and coordinate client requests and ensure all legal, consulting and compliance issues are addressed in a professional and timely manner
• Review billing invoices for completeness and accuracy: adhere to ERISA Client Budget Tracking/Analysis
• Implement new products, services and legislative changes as required
• Maintain high level of service excellence
• Complete client related projects in an accurate and timely manner (QDIA, Plan Administrative Changes, Plan Enhancements)
• Ensure client requests and enhancements are within the appropriate Optimal Business Model and follow related Best Practices
• Ensure client is utilizing Client Access optimally
• Participate and lead client meetings

Communication and Documentation:

• Responsible for resolving client issues with internal departments and Director, rolling out of products and services and implementing plan enhancements
• Present oral and written information in a clear, concise, and organized manner
• Maintain client files according to department and compliance standards; maintain internal databases to reflect current client information and data
• Document and write follow up information summarizing sensitive client issues; document issues in shared databases; document all client calls regardless of nature of call
• Support sales effort by participating in sales prospect site visits
• Utilize internal databases (i.e.; Salesforce) to track action items, correspondence, and phone contact
• Coordinate cyclical events for NDT, 5500, audit, and other repeatable transactions.
• Demonstrate the ability to execute special client related projects as required and facilitate meetings regarding project subject matter and status

Job Requirements:

• Post-secondary education or high school diploma and equivalent business experience
• Financial Services / Customer Service experience
• Demonstrated passion for providing client-centric solutions
• Propensity to work collaboratively, within team and with members of other teams
• Strong working knowledge of spreadsheet and database applications
• Developing working knowledge of ERISA and foundational 401k compliance understanding
• Strong detail and accuracy orientation along with the ability to multi-task
• Excellent time management skills and the ability to work both independently and as a team player
• Excellent oral and written communication skills
• Adaptable and flexible in responding to deadlines on assignments and workflow fluctuations
• Self-motivated, organized and results-oriented
• Develop end to end understanding of RPS service delivery model.
• Develops global view of RPS.

#LI-JH

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 recruitment@manulife.com.

Referenced Salary Location

USA, Massachusetts - Full Time Remote

Working Arrangement

Remote

Salary range is expected to be between

$60,375.00 USD - $100,625.00 USD

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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.

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Company: John Hancock Life Insurance Company (U.S.A.)