Manulife Financial Corporation is hiring a DC Client Service Manager - Taft Hartley

Manulife Financial Corporation is looking for a DC Client Service Manager - Taft Hartley to oversee service delivery and client relationships for our Taft Hartley Retirement Plan clients. In this role, you will be the primary administrative contact, ensuring timely and accurate service for a portfolio of approximately 15 to 20 small to large plans.

What You'll Do

• Account for the timely and accurate delivery of administrative services to clients.
• Coordinate all Retirement Plan Services (RPS) functions to enable service delivery.
• Manage day-to-day client relationships as the primary JHRPS administrative contact.
• Respond to client inquiries, research issues, and resolve service problems.
• Demonstrate a proactive, solution-based approach to enhance client relations.
• Assume full accountability for client satisfaction from an administration perspective.
• Analyze client requests versus JHRPS policies, procedures, and best practices.
• Proactively manage accounts by setting appropriate expectations.
• Develop the capability to negotiate, influence services, and provide alternative solutions.
• Identify billable services.
• Demonstrate full understanding of each client and their plan document.
• Develop an in-depth understanding of plan administration, client sensitivities, needs, and objectives.
• Interpret and coordinate client requests, ensuring all legal, consulting, and compliance issues are addressed.
• Review billing invoices for completeness and accuracy; adhere to ERISA Client Budget Tracking/Analysis.
• Implement new products, services, and legislative changes as required.
• Complete client projects accurately and on time, including QDIA, Plan Administrative Changes, and Plan Enhancements.
• Ensure client requests align with the appropriate Optimal Business Model and follow related Best Practices.

What We're Looking For

• Post-secondary education or high school diploma with equivalent business experience.
• Financial Services or Customer Service experience.
• Demonstrated passion for providing client-centric solutions.
• Propensity to work collaboratively within a team and across other teams.
• Strong working knowledge of spreadsheet and database applications.
• Developing working knowledge of ERISA and foundational 401(k) compliance understanding.
• Strong detail and accuracy orientation along with the ability to multi-task.
• Excellent time management skills and the ability to work both independently and as a team player.
• Excellent oral and written communication skills.
• Adaptable and flexible in responding to deadlines and workflow fluctuations.
• Self-motivated, organized, and results-oriented.
• Ability to develop an end-to-end understanding of the RPS service delivery model and a global view of RPS.

Nice to Have

• Bilingualism (French/English).

Benefits & Compensation

• Salary range: $60,375.00 USD - $100,625.00 USD.
• Health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance.
• Adoption/surrogacy and wellness benefits.
• Employee/family assistance plans.
• Various retirement savings plans, including pension/401(k) with employer matching and a global share ownership plan.
• Financial education and counseling resources.
• Generous paid time off including up to 11 holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time annually.
• Full range of statutory leaves of absence.

Work Mode

This is a hybrid position open to candidates in the USA and Canada.

We are committed to fair recruitment, retention, advancement, and compensation, and we administer all practices without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.