Role Responsibilities

• Relationship Management (30%): Serve as the main contact for clients during plan implementation.
• Build and maintain strong relationships with clients, TPAs, financial representatives, and internal partners.
• Lead meetings, coordinate follow-up actions, and keep stakeholders informed.
• Manage expectations, timelines, and project milestones.
• Proactively identify and escalate issues when needed.
• Project Management (35%): Develop and manage implementation schedules.
• Coordinate all aspects of plan setup, including payroll integration, account configuration, and plan features.
• Ensure tasks are completed accurately and on time.
• Remove roadblocks and keep projects moving forward.
• Maintain accurate documentation and compliance records.
• Utilize internal systems and tools to track progress and project status.
• Client Consulting & Education (20%): Gather plan details and clarify client requirements.
• Educate clients and partners on John Hancock products, services, and processes.
• Provide guidance on plan setup, eligibility, administrative requirements, and available services.
• Recommend solutions and services that support the long-term success of the plan.
• Administrative Responsibilities (15%): Review implementation documentation and client information.
• Coordinate onboarding communications and schedules.
• Organize project records and maintain accurate updates.
• Prepare meeting materials, timelines, and implementation documentation.
• Support a smooth handoff to ongoing service teams after implementation is complete.

Required Qualifications

• At least 2 years of relevant experience in customer service or project management
• Strong relationship-building and client service skills.
• Excellent communication and presentation abilities.
• Proven project management and organizational skills.
• Ability to influence, negotiate, and collaborate across multiple teams.
• Strong attention to detail and ability to manage multiple priorities.
• Proactive problem-solving mindset.

Preferred Qualifications

• Knowledge of retirement plans, financial services, payroll processes, or implementation/project management is an asset.
• Having prior experience in B2B programs or as a subject matter expert is an advantage

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

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 [email protected].