Drive client satisfaction as the Escalation Management Lead at Manulife in Toronto. Manage complex client issues with a goal to enhance service delivery across various business lines.

In this managerial role, you will oversee a team dedicated to resolving escalated client issues within Group Annuity, Open Architecture, and Member Pension Solutions. Focus on accountability, improving turnaround times, and implementing operational enhancements.

You’ll be collaborating closely with operations, compliance, and relationship management teams to ensure a seamless client experience.

Key Responsibilities:
Oversee escalation intake and governance processes
Ensure timely resolution and stakeholder communication
Collaborate with operational leaders for complex issue resolution




Analyze metrics to identify trends and implement improvements
Support the evolution of the Client Solutions Centre of Excellence

Requirements:
5+ years leadership in retirement operations or client services
3+ years managing complex issue resolution teams
Knowledge of retirement products and operational processes
Ability to analyze performance through dashboards
Relevant post-secondary degree or equivalent experience

Lead improvement initiatives and enhance client solutions at Manulife.
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📌 Escalation Management Lead Manulife Halifax Regional Municipality
🏢 Manulife
📍 Halifax Regional Municipality