The Client Service Manager has overall responsibility for providing client service management.
Position Responsibilities:
Provide quality financial and administrative service to a select block of challenging cases
Identify, analyze, design and oversee implementation of optimal corrections and solutions to errors, problems and business needs
Manage nonstandard issues and ensure they are understood and that reliable processes exist to handle them
Ensure discipline and good judgement are exercised in cases where nonstandard conditions create profitability issues
Consult with team members and customer base re: highly sensitive and complex issues, as a point of escalation
Consult with management and Client Account Advisor department wide on significant business and administrative issues in an advisory role
Assist Team Manager in coordinating team resources and monitoring team activities
Contribute to the work systems improvement of the department by identifying barriers and providing input to solutions
Provide quality client administration by processing all standard financial transactions on assigned caseloads
Liaise, communicate and negotiate with supporting departments to optimize service delivery and case management; identify potential problem areas and resolve or escalate them Identify trends and patterns of customer issues and business practices and resolve or escalate to appropriate person
Monitor teams management information to support problem identification, implement corrective action and meet service standards
Identify and define training and development needs of the department and contribute to solutions
Train staff in procedures, work flows, systems functionality, complex corrections and practices
Act as consultant to the team by developing and delivering formal staff and customer base training
Assist in developing and supporting staff to enable them to work effectively in customer-focused teams
Build solid partnerships with customer base to ensure effective service delivery and relationships Represent team on departmental and divisional projects
Required Qualifications:
Extensive knowledge of the specific business products, services and processes
Completion of departmental educational courses as required including valid licenses as required
Excellent communication (both oral and written) and presentation skills
Excellent knowledge of workflows, procedures and the functionalities, complexities and limitations of our systems
Proactively anticipate and manage business issues and impacts and build rational cases to influence recommended course of action
Key team player with ability to lead and act as a role model to team/department staff
Demonstrated understanding of the big picture to enable sound and creative problem-solving and decision making
Ability to communicate complex technical information clearly and at a level appropriate to the listener
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 Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.
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 hr@manulife.com.
Referenced Salary Location
USA, Pennsylvania - Full Time RemoteWorking Arrangement
Salary range is expected to be between
$69,900.00 USD - $116,500.00 USDEmployees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.
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
Company: John Hancock Life Insurance Company (U.S.A.)