Manager Client Service

**_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you. _**

**Working Arrangement**

Hybrid

**The Opportunity**

Reporting to the Director of Plan Design Service, the Manager Client Services will be responsible for leading a team that supports large corporate clients, coordinating efforts to deliver world class benefits administration. Our clients trust the administration of their group benefits to us, and you will be part of a team that delivers outstanding results to those clients and our members.

**What will I be doing?**
- Delivering high quality service to our Plan Sponsors.
- Providing leadership, motivation, and support to a team to ensure established objectives in service, quality and productivity are achieved.
- Through recruiting, coaching, mentoring, team building and development opportunities, build a high performing cohesive team that delivers quality service.
- Act as the point of contact for escalated requests from both internal and external customers.
- Identify client needs, issues and perceptions and develop action plans to ensure a positive client and member experience.
- Coordinate service in partnership with MBPS, and support groups to meet or exceed service expectations.
- Coordinate operational functions such as scheduling, planning, processes, and quality controls, across multiple teams globally, including MBPS team members.
- Seek out new opportunities and participate directly in continuous improvement projects.
- Identify service, cost and employee experience improvement opportunities and create plans of action to address these.
- Support the financial contribution through effective management of employee productivity and other expense control mechanisms.
- Work closely with the RGO, UW and other partners to completely understand and address client concerns and issues the first time, every time

**Am I right for the job?**
- You are an experienced, sought-after leader with a proven track record of delivering Service, attracting talent, motivating your team, and driving employee engagement.
- You are an approachable leader who acts with integrity and lives our values.
- Successful experience supporting client Service Level Agreements, including intraday, daily, weekly, and monthly targets.
- Comprehensive knowledge of Group Benefits and Plan Design is an asset.
- You pick up new ideas, concepts, technologies, and tools easily.
- You are dedicated to continuous improvement, including digitization, innovation, and automation.
- You are accountable - you make it happen, you own it, and you find solutions.
- You strive to delight customers, their needs, and their experience in doing business with us. You put the customer at the center of everything you do; and you treat our internal customers just the same.
- You are a master communicator - you can clearly articulate business needs between technical and non-technical resources as well as present strategy and vision to senior management.
- You are resilient, can adapt to change and lead others through change.
- You are a strategic thinker with the ability to think conceptually beyond day-to-day business realities and to effectively consider downstream impacts.
- You have a proven ability to collaborate and negotiate with various stakeholders with competing priorities, and you maintain your composure and best self during challenging times or challenging interactions.
- You take care in balancing risk.
- You are a change maker and comfortable driving solution progress forward - even when your team doesn’t have all the answers yet.
- You are comfortable creating and managing resource assignments/scheduling.
- Strong Office 365 skills.

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**About John Hancock and Manulife**

**Manulife is an Equal Opportunity Employer