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Client Service Manager

John Hancock

John Hancock

Customer Service
Massachusetts, USA · Remote
Posted on Thursday, June 6, 2024

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement


Job Description

The Opportunity

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

*We are open to candidates in any USA state, as this is a Remote position.

Individual 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.
  • Refer complex situations to Team Leaders for review and/or exception approval.
  • Understand how metrics, quality, and engagement impact the business.

Shared Responsibilities

  • 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.

How Will You Create Impact?

As a Client Service Manager, you will report into the Manager, US Retirement Client Service for the Global Wealth and Asset Management (GWAM) business function.

What Motivates You?

  • You obsess about customers, listen, engage, and act for their benefit.
  • You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
  • You thrive in teams and enjoy getting things done together.
  • You take ownership and build solutions, focusing on what matters.
  • You do what is right, work with integrity and speak up.
  • You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What We're Looking For

  • Minimum of 5+ years of 401k Retirement product experience is required.
  • Excellent verbal communication skills and effective listening skills are required.
  • 2+ years call center experience is an asset.
  • Must possess and demonstrate strong leadership skills.
  • Proficient knowledge of Microsoft Office applications is required.
  • Attention to detail skills required.
  • Demonstrating commitment to quality.
  • Excellent organization and multi-tasking skills.
  • Advanced knowledge of the business area, processes and services provided and an in-depth understanding of internal business procedures and workflows.

What Can We Offer You?

  • A competitive salary and benefits packages.
  • A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
  • A focus on growing your career path with us.
  • Flexible work policies and strong work-life balance.
  • Professional development and leadership opportunities.

Our Commitment to You

  • Values-first culture: We lead with our Values every day and bring them to life together.
  • Boundless opportunity: We create opportunities to learn and grow at every stage of your career.
  • Continuous innovation: We invite you to help redefine the future of financial services.
  • Delivering the promise of Diversity, Equity, and Inclusion: We foster an inclusive workplace where everyone thrives.
  • Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.



About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

Manulife 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 recruitment@manulife.com.

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

USA, Massachusetts - Full Time Remote

Salary range is expected to be between

$58,875.00 USD - $98,125.00 USD

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com 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/John Hancock 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/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify I Pay Transparency

Company: John Hancock Life Insurance Company (U.S.A.)