Client Solutions CoE Manager

The Manager Client Solutions CoE (Escalations) leads a team of Triage Analysts and Solutions Coordinators responsible for the intake prioritization coordination and resolution of complex client issues across our Group Annuity (GA) Open Architecture (OA) and Member Pension Solutions (MPS) businesses. This role serves as the operational leader for escalation management driving end-to-end ownership reducing resolution timelines and improving the client experience through effective coordination across multiple business units. The successful candidate will have the opportunity to lead a high-visibility team that partners closely with Operations Relationship Management Product Compliance and other stakeholders to resolve complex issues and identify root this role they will influence operational strategy develop future leaders and help shape the continued evolution of the Client Solutions Centre of Excellence.

Position Responsibilities:

• Lead and develop a team of Triage Analysts and Solutions Coordinators responsible for escalation intake prioritization governance and resolution across GA OA and MPS products.
• Oversee the end-to-end escalation management process ensuring timely resolution adherence to service level commitments and consistent communication with stakeholders and business partners.
• Partner with operational leaders Relationship Management Member Processing Sponsor Services Compliance and other business units to coordinate the resolution of complex client issues.
• Monitor performance metrics identify trends and root causes and implement process improvements that reduce escalations improve turnaround times and enhance the client experience.
• Drive accountability resource planning governance reporting and continuous improvement initiatives while supporting the ongoing evolution of the Client Solutions Centre of Excellence.

Required Qualifications:

• 5 years of leadership experience in retirement operations client services escalation management or a related financial services environment.
• 3 years of experience leading teams responsible for complex case management issue resolution or operational service delivery.
• Strong knowledge of retirement products operational processes and client servicing within GA OA MPS or similar retirement/pension environments.
• Demonstrated experience using operational reporting dashboards and case management systems to manage performance and drive results.
• Post-secondary degree in Business Finance Commerce or a related field or equivalent work experience.

Preferred Qualifications:

• Experience leading cross-functional teams in a Centre of Excellence or shared services environment.
• Proven track record of driving operational improvements process optimization and root cause reduction initiatives.
• Strong stakeholder management skills with experience partnering with senior leaders and influencing outcomes across multiple business areas.
• Experience managing complex escalations involving multiple operational teams vendors or external partners.

When you join our team:

• Well empower you to learn and grow the career you want.

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

• As part of our global team well support you in shaping the future you want to see.

The role being advertised is an existing vacancy.

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 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 .

Referenced Salary Location

Toronto Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$92900.00 CAD - $142900.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location please contact for the salary range for your location.

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 for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies such as artificial intelligence (AI) and automated processing tools to analyze and process the information you provide to us or third parties in the application process. For more information please refer to our personal information collection statement .

Required Experience:

Manager