Taft Hartley Client Service Manager

1 week ago

Halifax, Canada Manulife Full time

You will report into the Director, US Retirement Client Service for the Global Wealth and Asset Management (GWAM) business function.

This position requires **advanced knowledge of 401k retirement**products and processes to research and provide solutions to complex issues that fall outside normal processes.

This is a hybrid work arrangement requiring you to be in the office 3 days per week (Tues, Wed, Thurs).

**Position Responsibilities**:

- Respond, within service standards, to all incoming calls from clients, brokers, and Third-Party Administrators
- 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
- Refer complex situations to Team Leaders for review and/or exception approval
- Understand how metrics, quality, and engagement impact the business
- Assists with training of the team, such as new-hire training, cross-training, and one-on-one development
- Work with other areas to create and validate training documents, as well as offer suggestions for process improvements as needed

**Required Qualifications**:

- **Minimum of 3-5 years of 401k Retirement product experience is required**:

- Excellent verbal communication skills and effective listening skills are required
- Must possess and demonstrate strong leadership skills
- Attention to detail skills required
- Demonstrating commitment to quality
- Excellent organization and multi-tasking skills
- Advanced understanding of internal business processes and workflows

**Preferred Qualifications**:

- 2+ years call center experience is an asset

**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.

**About Manulife and John Hancock**

**Manulife is an Equal Opportunity Employer**

**Primary Location**

Halifax, Nova Scotia

**Working Arrangement**

Hybrid
**Salary range is expected to be between**

$55,050.00 CAD - $91,750.00 CAD

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short

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