We are seeking an experienced and forward-thinking leader to oversee a team of Client Service Representatives and Quality Assurance professionals supporting both self-directed investors and clients enrolled in ongoing advisory programs. This role operates within a dynamic financial services environment and requires a strong blend of people leadership, service excellence, regulatory knowledge, and operational discipline.
The ideal candidate brings deep experience leading client-facing teams, a passion for developing talent, and a commitment to delivering an exceptional client experience while maintaining strong risk management and supervisory oversight.
Position Responsibilities: Leadership & Team Management- Lead, coach, and develop a team of Client Service Representatives and Quality Assurance Specialists, fostering a culture of accountability, continuous learning, and exceptional performance.
- Establish clear goals, performance standards, and success metrics aligned to business objectives.
- Conduct regular coaching sessions, performance reviews, and career development conversations.
- Flexibility to support product and process initiatives as business develops.
Client Experience & Service Delivery- Ensure timely, accurate, and empathetic support to self-directed clients and advisory program participants.
- Monitor service level metrics, call quality, and workflow management to maintain operational excellence.
- Identify service gaps or emerging issues and implement process improvements to enhance the end-to-end client experience.
- Oversee operational readiness for new initiatives and platforms.
Quality Assurance & Risk Management- Oversee the QA program to ensure client interactions meet regulatory, procedural, and quality standards.
- Partner with Compliance, Supervision, and Risk teams to manage escalations and maintain adherence to FINRA and SEC requirements.
- Apply supervisory responsibilities associated with the Series 24 license, ensuring proper oversight of registered representatives and adherence to firm policies.
Operational Excellence- Collaborate with cross-functional partners- including Operation, Product, Technology, and Advisor Experience- to resolve issues and improve advisor and client workflows.
- Lead initiatives to enhance efficiency, reduce errors, and streamline processes supporting advisory and self-directed channels.
- Provide insights and report to senior leadership regarding team performance, trends, risks, and opportunities.
Required Qualifications:- Active FINRA licenses: SIE, Series 7, Series 66 (or both Series 63 and 65), Series 24. Or the ability to obtain licensing within a defined period.
- Demonstrated expertise supporting brokerage or advisory clients.
- Strong understanding of FINRA, SEC, and internal supervisory requirements.
- Proven ability to motivate teams, drive performance, and build a positive culture.
- Exceptional communication, problem-solving, and relationship-building skills.
Preferred Qualifications:- Minimum 5 years of leadership experience in a client service, contact center, or financial services environment.
- Experience supporting advisory program operations or fee-based investment platforms.
- Background in quality assurance or service quality program leadership.
- Track record of leading change and driving process improvement initiatives.
- Bachelor's degree in business, finance, or related field.
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.
The role being advertised is an existing vacancy.
Referenced Salary LocationBoston, Massachusetts
Working ArrangementHybrid
Salary range is expected to be between$92,475.00 USD - $160,290.00 USD
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 [redacted] for the salary range for your location.
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.
