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.

Position Responsibilities :

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.

Required Qualifications :

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.

In-depth knowledge of the business area processes and services.

Preferred Qualifications :

2 years call center experience is an asset.

401k Retirement product experience.

When you join our team :

Well empower you to learn and grow the career you want.

Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.

As part of our global team well support you in shaping the future you want to see.

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 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 .

Referenced Salary Location

Halifax Nova Scotia

Working Arrangement

Hybrid

Salary range is expected to be between

$49125.00 CAD - $81875.00 CAD

If you are applying for this role outside of the primary location please contact 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 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.

Required Experience :

Manager

Key Skills

Customer Service,Client Expectations,Client Requirements,Client Support,Action Plans,Issue Resolution,Account Management,Client Relationships,Service Delivery,Client Service,Client Satisfaction,Client Management,Procedures,Service Level Agreements,New Clients

Employment Type : Full-Time

Experience : years

Vacancy : 1