Corporate Benefits Client Relationship Manager
1 month ago
Job Overview
The Corporate Benefits Client Relationship Manager serves as the external representative for Manulife, engaging with both current and prospective corporate clients, including large and jumbo accounts, as well as key Advisor Firms and Partners. This position collaborates closely with Account Executives in a client-facing capacity, ensuring that our distribution partners deliver exceptional value-added benefits and outstanding service to Plan Advisors/Consultants and Plan Sponsors. A high level of expertise in the corporate sector is essential to foster growth within our portfolio, execute necessary tasks, and effectively retain corporate clientele.
Key Responsibilities:
Support Assist distribution partners in securing new business opportunities; participate in finalist presentations and implementation discussions. Act as a liaison for internal partners to facilitate new business acquisition, contributing as a subject-matter expert during short-list presentations and ongoing meetings. Address benefit plan inquiries and resolve complex issues raised by Plan Sponsors, Plan Advisors/Consultants, and internal departments. Ensure timely and thorough responses while respecting the unique demands of each client. Champion successful resolutions for all service escalations, advocating for favorable outcomes for all parties involved. Initiate amendment requests, ensuring completeness and timely acquisition of outstanding requirements to meet deadlines and effective dates for plan changes. Collaborate with Customer Experience/Operations teams to share information and identify key issues with our online customer experience. Engage in various internal initiatives related to Group Benefits services, products, and procedures. Advise As the representative of Manulife, cultivate and maintain strong relationships with existing and potential partners. Comprehend the complexities of each Plan Sponsor's Group Benefits design and the sophistication of Advisors/Consulting firms. Prepare, analyze, and interpret client reports for review, utilizing web analytics platforms and various reporting tools to ensure client needs are met. Provide expertise on Manulife's digital offerings for group benefits clients, promoting the adoption of digital tools among plan members. Generate reports on digital engagement to help clients understand overall plan health and identify educational opportunities. Drive results by addressing special requests and promoting products and services aligned with client needs and business objectives. Establish and nurture client relationships by identifying current or potential needs and advocating for client retention. Educate Conduct presentations for employee groups to facilitate enrollment and introduce Group Benefits (both in-person and remotely). Train plan administrators on effective plan administration methods. Lead workshops and training sessions on product updates and new features, maintaining direct contact with clients/advisors to ensure regular engagement. Take the lead in learning and presenting new products launched in Group Benefits, becoming an expert in delivering and educating clients on these services and their implications. Utilize Seismic Tools to create presentations that effectively communicate our services to clients.Shared Responsibilities:
Collaborate with a team of Account Executives and work alongside other Client Relationship Managers. Assist new team members through job shadowing and mentorship to ensure successful representation of Manulife Group Benefits Services in the corporate market.
Job Requirements:
Extensive knowledge and experience in Group Benefits. In-depth understanding of Group Benefits products and services. Proven ability to build and strengthen client and consultant/advisor relationships. Strong initiative, self-management, and integrity. GBA designation or progress towards it. Understanding of funding arrangements, underwriting concepts, risk analysis, and financial reporting. Proficient analytical skills using Microsoft Office Products, Excel, PowerPoint, and web analytics platforms. Excellent presentation skills with the ability to influence decision-makers. Strong customer-facing skills, including expectation management and communication. Ability to work independently and collaboratively, with innovative thinking and a focus on results. Outstanding analytical, strategic, and problem-solving skills. Relationship-oriented, comfortable working with diverse individuals at various organizational levels. Capability to identify sensitive client needs or issues. High level of negotiation skills and ability to assist in retaining and winning new business. Ability to analyze data and make recommendations for client engagement opportunities. Valid driver's license and personal vehicle required.Competencies:
Proven ability to prioritize business needs and manage high workloads. Excellent analytical, problem-solving, interpersonal, organizational, and time management skills. Strong attention to detail and negotiation skills. Champion of superior service delivery and effective communication. Comprehensive understanding of Manulife's administrative systems. Self-motivated individual capable of managing multiple tasks and deadlines. Strategic thinker focused on innovative solutions for unique client needs. Persuasive communicator with clear articulation of ideas. Ability to collaborate across multiple departments. Outstanding leadership and presentation capabilities. Flexibility and empathy in managing conflicts. Proficient in modern technology. Understanding of growth and retention strategies. Participate in client service meetings alongside Account Executives. Facilitate client re-enrollment meetings and ensure task completion. Attend ongoing service meetings, maintaining action logs with head office areas. Excellent planning and project management skills to handle concurrent projects. High level of expertise in corporate business structures. Proficient in managing complex amendments for large corporate clients. Ability to provide consultative solutions for corporate clients while collaborating with key Advisor/Consultant firms. Analyze client utilization reports and present opportunities for employee engagement. Lead projects for large corporate clients during implementations, mergers, and restructures. Act as project manager for large initiatives based on client needs. In-depth understanding of Admin Advantage Flex Benefits operations. Bilingual proficiency in both oral and written communication (in Quebec only).Decision Authorities:
This role significantly impacts sales, profitability, and client retention. Ensure prompt resolution of service issues to maintain client satisfaction. Identify additional assistance opportunities for clients by sharing information about available products. Make decisions that drive new business for large corporate groups, excelling in presentations and building relationships with key Advisor/Consultant firms.Key Challenges:
Managing high workloads within tight deadlines while balancing competing priorities. Navigating the demands of multiple Advisors/Consultants and Account Executives. Effectively managing service issues with potential financial implications while maintaining service quality. Engaging with senior decision-makers who influence business outcomes.Working Conditions:
Occasional travel may be required for client meetings and events. Flexibility to work outside traditional hours to accommodate client needs. Options for remote work are available. Some travel to other regions may be necessary for national corporate client meetings.About Manulife and John Hancock
Manulife Financial Corporation is a prominent international financial services organization dedicated to simplifying decision-making and enhancing lives. With our global headquarters in Toronto, Canada, we operate under the Manulife brand in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth management solutions for individuals, groups, and institutions. Our workforce includes over 40,000 employees and 116,000 agents, serving more than 34 million customers. We manage assets totaling $1.3 trillion, including a diverse range of investment products.
Manulife is an Equal Opportunity Employer
At Manulife/John Hancock, we value diversity and strive to create an inclusive work environment that reflects the communities we serve. We are committed to fair recruitment, retention, and advancement practices, ensuring that all individuals are treated without discrimination based on various protected characteristics.
We prioritize removing barriers to provide equal access to employment opportunities. A Human Resources representative will assist applicants who request reasonable accommodations during the application process. All information shared during this process will be handled in accordance with applicable laws and company policies.
Salary & Benefits
The annual base salary for this role is competitive and varies based on local market conditions, geography, and relevant job-related factors. Employees have the opportunity to participate in incentive programs tied to performance.
Manulife offers a comprehensive benefits package, including health, dental, mental health, and retirement savings plans, along with various wellness benefits and employee assistance programs.
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