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Director, US Retirement Client Service at John Hancock

Posted in General Business 30+ days ago.

Type: Full-Time
Location: Boston, Massachusetts





Job Description:

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

Experienced leader passionate about leading a team of professionals who provide best in class daily operational service and relationship management for the US Retirement Taft Hartley business. Leader will be enthusiastic about developing and executing a transformational agenda, focusing on robust process improvement, digital ambition, and risk management. The opportunity exists to bring a fresh perspective and new thinking, while learning the nuances and specialties of the Taft Hartley marketplace.

John Hancock Retirement, of US Retirement, offers award-winning retirement programs for individuals, unions and companies of every size throughout the United States and North America. We're part of Manulife Investments LLC, which, with its affiliates, manages assets for a wide range of individual, corporate, public, and union clients. For plan sponsors and plan participants alike, we offer exceptional investment capability, superior service, and unrivaled retirement plan expertise.

We currently have an opening for a Director, Taft-Hartley Defined Contribution Business:

Job Summary:

This position is responsible for energetically and enthusiastically leading service delivery and providing oversight of the daily responsibilities for US Retirement Defined Contribution business, across a multi-site team. This includes accountability for best in class client service satisfaction, product maintenance support, daily processing oversight and dashboard data evaluation, digital transformation, risk mitigation, change management, process continuous improvement, sales support, and staff development.

Individual Accountabilities:

  • Client Service

    • Leads team of in-force day to day client service manager's

    • Manages cross departmental issue resolution

    • Creates and maintains daily processing oversight with use of data and dashboards

    • Acts proactively to address internal customer needs

    • Drives a philosophy and culture of best in class client service

    • Effectively manages and de-risks high priority processes to achieve business results

    • Integrates an understanding of internal/external customers' needs into running the business

    • When necessary, engage with clients. Specifically, Plan Sponsors, Fund Administrators, Trustees, Auditors, Attorneys and TPA's


  • Leadership/People Management/Staff Support and Development

    • Contributes to North America client service strategy development and execution

    • Develops and maintains awareness to global retirement Operations business driver

    • Develops, evolves, communicates, and manages team goals

    • Manages and refines (as needed) staffing model for Client Service Operations

    • Recruits and promotes high performers

    • Maintains and develops a culture of high performance and continuous improvement through coaching and feedback

    • Creates and maintains a culture of accountability, transparency, and ownership

    • Promotes an example-based environment of living the company values


  • Sales support

    • Provide Subject Matter expertise and insight throughout the sales process.

    • Subject Mater Expert for RFP and Sales team

    • Expectation setting/negotiation for sales and onboarding commitments


  • Issue resolution/Write off management

    • Effectively manage all client/financial issues

    • Manage write-off process with accountability for root cause analysis and implementation of new control considerations/processes.



  • Product development/enhancement support

    • Act as SME for organizational technology changes

    • Promote product enhancement to support a better customer experience and/or increase efficiency.

    • Support product gap analysis

    • Challenges traditional business practices and makes improvements to systems and processes

    • Other duties as assigned





Key Shared Accountabilities:
  • Work across the Operations team on initiatives that support process transformation, improved service, risk management and efficiency solutions to drive and improve productivity.

Job Requirements:


  • An undergraduate degree and/or MBA

  • Lead Continuous Improvement efforts

  • In depth knowledge of Defined Contribution regulation and technical needs

  • 5+ years People Management

  • Ability to think critically with analytical problem solving

  • Ability to assess opportunities and risks - setting course of action

  • Works well across business units and with senior management to achieve objectives

  • Able to motivate and inspire others to achieve their potential

  • Demonstrated sound judgment in making decisions

  • Demonstrated flexibility and adaptability

  • Demonstrated a commitment to own learning and personal development

  • Excellent verbal and written communication skills

  • Provide training to team members, using both internal and external resources as required

  • #LI-JH

If you are ready to unleash your potential, it's time to start your career with Manulife/John Hancock.

About Manulife

About Manulife Manulife Financial Corporation is a leading international financial services provider 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 Canada, Asia, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and our global wealth and asset management segment, Manulife Investment Management, serves individuals, institutions and retirement plan members worldwide. At the end of 2020, we had more than 37,000 employees, over 118,000 agents, and thousands of distribution partners, serving over 30 million customers. As of March 31, 2021, we had CAD$1.3 trillion (US$1.0 trillion) in assets under management and administration, and in the previous 12 months we made $31.3 billion in payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 155 years. 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 .

E EO is the Law I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify I Pay Transparency





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