This role represents an opportunity to be at the forefront of transformation, innovation and service excellence for our U.S. Retirement business. You will help to shape a new retirement recordkeeping and trust operations ecosystem including the complimentary tenets of people, process, technology, and data. You will be instrumental in evolving a new culture focused on efficiently servicing, transforming, and growing our U.S. Retirement business while maintaining our reputation for service excellence.
The opportunity is an individual contributor position reporting to the Operations Director. You will contribute to the overall success of Manulife Retirement John Hancock by providing high quality customer service to our clients and intermediaries.
Position Responsibilities: - Deliver high level client service through reactive and proactive communication
- Respond, within service standards, to all incoming inquiries from clients and advisors
- Complete plan level administrative functions
- 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 administration systems to address inquiries.
- Set and meet client expectations for complex issue resolution and follow-up within an established, specified timeframe.
Required Qualifications:- 2-4 year retirement product experience.
- Excellent verbal communication skills and effective listening skills
- Ability to build positive relationships between customer/company.
- Strong attention to detail
- Demonstrated commitment to continuous improvement and challenge of the status quo
- Excellent organization and multi-tasking skills.
- In-depth knowledge of the business area, processes and services.
- 401k Retirement product experience.
- Experience with Omni Recordkeeping software
- ERISA/Plan design knowledge
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$61,875.00 USD - $103,125.00 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.
