The Manager, Client Solutions CoE (Escalations) leads a team of Triage Analysts and Solutions Coordinators responsible for the intake, prioritization, coordination, and resolution of complex client issues across our Group Annuity (GA), Open Architecture (OA), and Member Pension Solutions (MPS) businesses. This role serves as the operational leader for escalation management, driving end-to-end ownership, reducing resolution timelines, and improving the client experience through effective coordination across multiple business units. The successful candidate will have the chance to lead a high-visibility team that partners closely with Operations, Relationship Management, Product, Compliance, and other stakeholders to resolve complex issues and identify root causes.

In this role, they will influence operational strategy, develop future leaders, and help shape the continued evolution of the Client Solutions Centre of Excellence.Position Responsibilities:Lead and develop a team of Triage Analysts and Solutions Coordinators responsible for escalation intake, prioritization, governance,



and resolution across GA, OA, and MPS products.Oversee the end-to-end escalation management process, ensuring timely resolution, adherence to service level commitments, and consistent communication with stakeholders and business partners.Partner with operational leaders, Relationship Management, Member Processing, Sponsor Services, Compliance, and other business units to coordinate the resolution of complex client issues.Monitor performance metrics, identify trends and root causes, and implement process improvements that reduce escalations, improve turnaround times, and enhance the client experience.Drive accountability, resource planning, governance, reporting, and continuous improvement initiatives while supporting the ongoing evolution of the Client Solutions Centre of Excellence.Required Qualifications:5+ years of leadership experience in retirement operations, client services, esc

📌 Client Solutions CoE Manager (Toronto)
🏢 Manulife Insurance Malaysia
📍 Toronto