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 **large market USA clients** regarding their **Taft Hartley Retirement Plan.** 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 Remote position open to candidates in any US state.** **Position Responsibilities:** + Respond, within service standards, to all incoming calls from clients, brokers, and 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 + 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 + Proficient knowledge of Microsoft Office applications is required + 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. **Tentang Manulife dan John Hancock** Manulife Financial Corporation adalah penyedia layanan keuangan internasional yang membantu memudahkan keputusan dan membuat hidup lebih baik bagi nasabah. Untuk mempelajari lebih lanjut tentang kami, kunjungi https://www.manulife.co.id . **Manulife adalah Perusahaan dengan Kesetaraan Kesempatan Kerja** Di Manulife/John Hancock, kita merayakan keragaman. Kita berusaha menarik, mengembangkan, dan mempertahankan tenaga kerja yang sama beragamnya dengan nasabah yang kita layani dan untuk mengembangkan lingkungan kerja inklusif yang menerima kekuatan budaya dan individu. Kita berkomitmen untuk melaksanakan rekrutmen, retensi, peningkatan, dan kompensasi secara adil, dan kita mengatur semua praktik dan program tanpa adanya diskriminasi. Baik itu diskriminasi karena ras, keturunan, tempat asal, warna kulit, asal etnis, kewarganegaraan, agama atau keyakinan agama, kepercayaan, jenis kelamin (termasuk kehamilan dan kondisi terkait kehamilan), orientasi seksual, karakteristik genetika, status veteran, identitas gender, ekspresi gender, usia, status pernikahan, status keluarga, disabilitas, maupun alasan lain yang dilindungi oleh hukum yang berlaku. Menyediakan akses hubungan kerja yang adil merupakan prioritas utama kita. Seorang perwakilan Human Resources akan bekerja dengan pelamar yang meminta akomodasi yang wajar selama proses lamaran kerja. Seluruh informasi yang dibagikan selama proses permohonan akomodasi akan disimpan dan digunakan dengan cara yang sesuai dengan hukum dan kebijakan Manulife/John Hancock yang berlaku. Untuk meminta akomodasi yang wajar dalam proses lamaran kerja, silakan hubungi recruitment@manulife.com . **Primary Location** AS,- Massachusetts Jarak Jauh Penuh waktu **Working Arrangement** Jauh **Salary range is expected to be between** $60,375.00 USD - $100,625.00 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 (http://dol.gov/agencies/ofccp/posters?utm\_medium=email&utm\_source=govdelivery) **I** **Family & Medical Leave (https://www.dol.gov/agencies/whd/fmla/posters) I Employee Polygraph Protection (https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf) I** **Right to Work (https://www.e-verify.gov/sites/default/files/everify/posters/IER\_RightToWorkPoster%20Eng\_Es.pdf) I** **E-Verify (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify\_Participation\_Poster\_ES.pdf) I** **Pay Transparency (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)** Company: John Hancock Life Insurance Company (U.S.A.)