Join Manulife as the Manager, Client Solutions CoE, focusing on escalations and operational excellence. This hybrid role is pivotal in refining client issue resolutions and team dynamics across business units.
In this role, you will oversee a team dedicated to managing escalations across Group Annuity, Open Architecture, and Member Pension Solutions. You will drive end-to-end accountability while collaborating with Operations, Relationship Management, and Compliance. Your leadership will directly influence the client experience and the effectiveness of proposed solutions.
Key Responsibilities:
• Guide team in escalation intake and management processes
• Maintain service level agreements and communication with stakeholders
• Analyze performance metrics and refine processes
• Coordinate with multiple teams on client issue resolutions
• Foster a culture of continuous improvement within the team
Requirements:
• Minimum 5 years in leadership roles related to financial operations
• In-depth understanding of retirement products and client services
• Proven ability with reporting and dashboards in operations
• Post-secondary degree in a related field preferred
• Track record of leading cross-functional teams effectively
Utilize your expertise to oversee escalations and elevate client satisfaction through dedicated management at Manulife.
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