Client Onboarding Coordinator Jobs

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Hybrid

The Opportunity

Are you looking for an opportunity to get a 360-degree understanding of the Retirement Plan Services (RPS) business? Do you consider yourself a master relationship manager? Are you able to handle many things at the same time? If this interests you, then we want to meet you!

The role of the Client Onboarding Coordinator is to provide our John Hancock 401k retirement clients and third-party business partners with a superior service experience while setting up their new contract in an accurate and efficient manner. Your ability to build strong relationships, and make a strong first impression with our clients, will create a lifetime of loyalty. This is an opportunity to join a fast paced, dynamic team and to develop your project management skills.

Responsibilities

• Effectively manage the implementation during the onboarding cycle while partnering with both client and internal/external team members.
• Identify the developmental needs of the department as well as contribute to the work systems improvement of the department by identifying barriers and providing input on solutions.
• Identify opportunities for process improvements, identify trends and patterns of new case submissions and escalate issues to management thereby contributing to departmental goals and initiatives.
• Issue the client contract in accordance with the plan specifications and federal & state legislation while identifying contracts that may require amendment packages due to legislative changes or product enhancements.
• Facilitate/quarterback the receipt of all required documentation while enforcing John Hancock ‘s Underwriting Guidelines to ensure all forms are received and completed in compliance with federal and state legislation.
• Provide oversight and ownership of the processing of large financial transactions which may also include non-standard and/or specially priced arrangements, to ensure proper pricing and setup of the contract
• Identify, analyze, design and quarterback implementation in a time sensitive environment.
• Negotiate with external parties and other internal John Hancock Financial departments to minimize financial exposure.
• Build solid partnerships with internal and external partners, through varying sales cycles and tight timelines.
• Ability to handle a full caseload of mostly smaller asset clients with varying complexities
• Build and maintain new relationships throughout the entire post-sale, new business process by leading multiple parties through the process, setting expectations and effectively responding to questions, issues and problems, following up on outstanding items.

How will you create impact?

Reporting to the Manager, North American Retirement, you will be part of the John Hancock’s (Manulife's US Division) Retirement Plan Services (RPS) National Conversion Center on boards a high volume of small to medium size 401(k) pension plans onto John Hancock's Signature platform.

What motivates you?

• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.
• You obsess about customers, listen, engage, and act for their benefit.
• You thrive in teams and enjoy getting things done together.
• You do what is right, work with integrity and speak up.
• You take ownership and build solutions, focusing on what matters.

What We Are Looking For

• Strong negotiation, relationship management and organizational skills.
• Post-secondary education or equivalent work experience.
• Demonstrated strength in obtaining or providing information in situations which require tact, diplomacy or persuasion and dealing with frustrated or uncooperative clients and/or key relationships.
• Previous experience in the financial services industry.
• Take ownership for escalated issues generated by assigned caseload and/or team and inform appropriate parties as required.
• Ability to develop and maintain strong relationships while exercising your interpersonal and communication skills (both verbal and written).
• Ability to judge and decide what requires immediate attention and action with a sense of urgency to bring about the desired result.
• Working knowledge of Microsoft Office and the ability to navigate multiple systems/screens simultaneously.
• Key team player with ability to influence, negotiate and develop “win-win solutions”.
• High attention to detail with the ability to identify inconsistencies and errors.
• Strong organizational skills with the ability to remain calm under pressure and manage priorities/meet deadlines in a high volume/high incoming assets environment.
• Ability to communicate complex and at times, technical information clearly and at a level appropriate to the listener.
• Proven negotiation and problem-solving skills with the ability to recognize implications of issues and solutions.
• 401k knowledge or certification is an asset.
• A mathematical aptitude is helpful.
• Ability to manage competing prioritizes and continuously deliver on expectations.
• Knowledge of pension/investment business is an asset.
• Previous experience in project management would be valuable in this role.

• Note: We remain open during Canadian Stat holidays, which employees cover on a rotational basis. Currently our department is open Monday-Friday, 9:00 am to 8:00 pm AST and coverage of an evening shift may be required.

What can we offer you?

• Professional development and leadership opportunities.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• Flexible work policies and strong work-life balance.
• A competitive salary and benefits packages.
• A focus on growing your career path with us.

Our commitment to you

• Boundless opportunity: We create opportunities to learn and grow at every stage of your career.
• Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.
• Values-first culture: We lead with our Values every day and bring them to life together.
• Delivering the promise of Diversity, Equity, and Inclusion: We foster an inclusive workplace where everyone thrives.
• Continuous innovation: We invite you to help redefine the future of financial services.

About Manulife And John Hancock
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.
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].
Salary & Benefits
The annual base salary for this role is listed below.
Primary Location
Halifax, Nova Scotia
Salary range is expected to be between
$47,025.00 CAD - $78,375.00 CAD
If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.
Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [email protected] for more information about U.S.-specific paid time off provisions.