Senior Executive, Client Services

at  Manulife

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.

THE OPPORTUNITY

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering the staff with the resources to solve critical problems for the future of our business, which is why we need you.
We are seeking a dedicated Senior Executive, Client Services who can excel in executing tasks with precision and timeliness while maintaining excellent communication with clients and colleagues. The ideal candidate will handle customer calls, troubleshoot issues, and provide operational support across various channels.

• Process transactions accurately and promptly, prioritizing customer satisfaction.
• Handle customer calls and provide assistance in resolving paperwork issues.
• Communicate effectively via email and phone with clients, peers, and other departments.
• Respond to inquiries promptly, acknowledging requests and providing estimated resolution times.
• Act as a liaison between business, control team, IT, and external vendors.
• Detect and report suspicious activities, ensuring compliance with legal standards.
• Adhere to company policies regarding handling of sensitive information.
• Ensure accurate processing of variable transactions with correct effective dates.
• Complete corporate training within designated timeframes.
• Compile data and policy information for internal and external audits.
• Assist management in solving complex issues and meeting project deliverables.
• Process checks, wires, and manual payments within established SLAs.
• Alert management to urgent cases and escalate requests as needed.
• Input comments into AWD system and send copies of correspondence to EFS for imaging.
• Process AWD requests within established SLAs.
• Provide cross-training and coaching to team members.
• Understand the impact of changes on the business unit and develop appropriate training solutions.
• Identify and report operational trends and suggest improvements.
• Generate quality and metrics reports.
• Participate in department projects and initiatives.
• Collect data for audit requests (38a-1, SOX, etc).