The Manager, Client Solutions CoE (Escalations) leads a team of Triage Analysts and Solutions Coordinators responsible for the intake, prioritization, coordination, and resolution of complex client issues across our Group Annuity (GA), Open Architecture (OA), and Member Pension Solutions (MPS) businesses. This role serves as the operational leader for escalation management, driving end-to-end ownership, reducing resolution timelines, and improving the client experience through effective coordination across multiple business units. The successful candidate will have the opportunity to lead a high-visibility team that partners closely with Operations, Relationship Management, Product, Compliance, and other stakeholders to resolve complex issues and identify root causes. In this role, they will influence operational strategy, develop future leaders, and help shape the continued evolution of the Client Solutions Centre of Excellence.
Position Responsibilities:
- Lead and develop a team of Triage Analysts and Solutions Coordinators responsible for escalation intake, prioritization, governance, and resolution across GA, OA, and MPS products.
- Oversee the end-to-end escalation management process, ensuring timely resolution, adherence to service level commitments, and consistent communication with stakeholders and business partners.
- Partner with operational leaders, Relationship Management, Member Processing, Sponsor Services, Compliance, and other business units to coordinate the resolution of complex client issues.
- Monitor performance metrics, identify trends and root causes, and implement process improvements that reduce escalations, improve turnaround times, and enhance the client experience.
- Drive accountability, resource planning, governance, reporting, and continuous improvement initiatives while supporting the ongoing evolution of the Client Solutions Centre of Excellence.
Required Qualifications:
- 5+ years of leadership experience in retirement operations, client services, escalation management, or a related financial services environment.
- 3+ years of experience leading teams responsible for complex case management, issue resolution, or operational service delivery.
- Strong knowledge of retirement products, operational processes, and client servicing within GA, OA, MPS, or similar retirement/pension environments.
- Demonstrated experience using operational reporting, dashboards, and case management systems to manage performance and drive results.
- Post-secondary degree in Business, Finance, Commerce, or a related field, or equivalent work experience.
Preferred Qualifications:
- Experience leading cross-functional teams in a Centre of Excellence or shared services environment.
- Proven track record of driving operational improvements, process optimization, and root cause reduction initiatives.
- Strong stakeholder management skills with experience partnering with senior leaders and influencing outcomes across multiple business areas.
- Experience managing complex escalations involving multiple operational teams, vendors, or external partners.
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 Location
Toronto, Ontario
Hybrid
Salary range is expected to be between
$92,900.00 CAD - $142,900.00 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 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 for more information about U.S.-specific paid time off provisions.
