Lead a dynamic team as the Manager of Client Solutions CoE (Escalations) at Manulife in Toronto. Oversee critical client issue resolutions while enhancing team capabilities and client experiences.

In this pivotal role, you will manage Triage Analysts and Solutions Coordinators, focusing on escalation management across Group Annuity, Open Architecture, and Member Pension Solutions. Your leadership will be instrumental in driving performance metrics, improving operational processes, and fostering partnerships with various departments. This position empowers you to influence strategy and cultivate future leaders within the organization.

Key Responsibilities:
• Lead team of Triage Analysts and Solutions Coordinators
• Oversee the escalation management process and communication




• Partner with various departments for issue resolution
• Monitor performance metrics and implement process improvements
• Drive continuous improvement and accountability initiatives

Requirements:
• 5+ years in leadership within financial services
• 3+ years in complex case management or operational delivery
• Solid knowledge of retirement products and client servicing
• Experience with operational reporting and dashboards
• Post-secondary degree in a related field

Enhance client satisfaction and operational efficiency as a key leader at Manulife.
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📌 Client Solutions Manager at Manulife (Nova Scotia)
🏢 Manulife
📍 Nova Scotia