Job Description

Individual Responsibilities (75%): Client Relations

Provides superb leadership to all members of the service team within the largest and most complex business segment.
Intimately understand client needs, and balance solutions to Manulife's key firm objectives.
Research best practice options for non-standard complex plan and process designs, as common in the mid-large market.
Collaborates with business partners to engineer solutions and provides recommended solutions to clients to mitigate risks.
Accountable for the timely and accurate delivery of administrative services to their clients.
Accountable for client satisfaction related to client administrative and relationship servicing.
Provides sound judgement in managing day-to-day client relationships for assigned clients; interfaces with client as primary client administrative contact.
Adapt to lead unpredicted events as clients modify their corporate strategies, plan designs, and or investment line-ups. Included but not limited to Mergers/Acquisitions, divestitures, plan terminations, IRS/DOL audits etc.
Demonstrate full understanding of the client and their plan document; develop in-depth understanding of plan administration, client's sensitivities, needs, and objectives with respect to the administration of their retirement plan
Recommends and implements new policies and procedures, workflow approaches, and system enhancements with an overall focus on client profitability
Respond to client inquiries, research client issues, resolve service issues/errors, and demonstrate proactive, consultative, solution-based approach to enhance client relations
Proactively addresses and communicates essential recordkeeping information to stakeholders during each plan year, including but not limited to, compliance testing results, plan design issues, regulatory changes, product enhancements, and website functionality
Analyze client requests versus departmental/product/service policies, procedures and best practices
Proactively manage account by setting appropriate expectations and consistently delivering on those expectations
Negotiate services with clients and provide alternative solutions where necessary
Identify and negotiate billable hours for non-standard services falling outside of the clients standard Service Level Agreement
Ability to interpret and coordinate client requests and ensure all legal, consulting and compliance issues are addressed in a professional and timely manner
Review billing invoices for completeness and accuracy: adhere to Client Budget Tracking/Analysis
Implement new products, services and legislative changes as required
Ensure client requests and enhancements are within the appropriate Optimal Business Model and follow related Best Practices
Participate and lead client meetings Communication and Documentation
Responsible for resolving client issues with internal departments and Director, rolling out of products and services and implementing plan enhancements
Engage in discussion with C-Suite and key decision-making plan administrators, financial advisors, and large market consultants.
Present oral and written information in a clear, concise, and organized manner
Maintain client files according to department and compliance standards; maintain internal databases to reflect current client information and data
Document and write follow up information summarizing sensitive client issues; document issues in shared databases; document all client calls regardless of nature of call
Support sales effort by participating in sales prospect site visits
Utilize Salesforce to track action items, correspondence, and phone contact
Coordinate annual notice mailings
Demonstrate the ability to execute special client related projects as required and facilitate meetings regarding project subject matter and status
Displays a positive outlook, works well in team environment, is willing to share information, remains flexible in a changing environment and performs additional duties as needed
Work additional hours as needed.

Other duties as assigned Shared Responsibilities (25%):

Actively participate in departmental and team meetings
Participate in ongoing training. Identify additional areas of training to improve customer service, quality and efficiency

Job Requirements

Bachelor's degree - Medical Doctor
Minimum of five years of experience in Hospital as leade
Presentation and client services engagement, influencing and negotiating skills.

About Manulife And John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [HIDDEN TEXT].

Working Arrangement

Hybrid

Head of Medical Service Provider