Lead a dynamic team as Client Solutions Escalation Manager with Manulife in Toronto, Ontario. Drive operational excellence by solving complex client issues across multiple financial service sectors in a hybrid working model. As the Client Solutions CoE Manager, you’ll oversee Triage Analysts and Solutions Coordinators dedicated to escalation management in Group Annuity, Open Architecture, and Member Pension Solutions.
Your leadership will enhance collaboration with Operations, Relationship Management, and Compliance to speed up resolutions and improve client experiences effectively. You will also influence operational strategies and develop future leaders within the organization. Key Responsibilities:
- Direct a team for escalation intake and resolution processes
- Oversee timely issue resolution adhering to service commitments
- Collaborate with various business units to solve client complexities
- Monitor performance metrics to reduce escalations and turnaround times
- Drive continuous improvement initiatives within the CoE Requirements:
- 5+ years in leadership roles within retirement operations
- 3+ years managing teams in complex case management
- Solid knowledge of retirement products and client servicing
- Experience using operational reporting and case management systems
- Post-secondary degree in Business, Finance, or related field Shape the future of client solutions at Manulife and enhance operational strategies through your leadership.