Step into a leadership role as the Manager of Client Solutions CoE (Escalations) in Toronto at Manulife. Drive the resolution of complex cases while enhancing client engagement across multiple platforms.

You will lead a skilled team of Triage Analysts and Solutions Coordinators focused on prioritizing and resolving client escalations across Group Annuity, Open Architecture, and Member Pension Solutions. This role enables you to impact operational strategies, while collaborating with various stakeholders to foster improvements and efficiencies in the client experience.

Key Responsibilities:

- Manage and develop a team focused on escalation governance
- Ensure effective resolution processes and stakeholder communication
- Coordinate across departments to resolve client challenges




- Identify trends through performance metrics for improvements
- Lead continuous improvement initiatives in the client solutions space

Requirements:

- Minimum 5 years in leadership, ideally in financial services
- 3+ years with complex case management and service delivery
- Robust operational knowledge of retirement solutions
- Experience with analytics and case management systems
- Degree in Business, Finance, or related field preferred

Elevate operational excellence and client support at Manulife as a key manager.

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📌 Manager, Client Solutions CoE (Escalations) (Halifax Regional Municipality)
🏢 Manulife
📍 Halifax Regional Municipality