Reporting to the Senior Manager this role is accountable for leading a team of Plan Implementation Coordinators who focus on the onboarding of new retirement start-up accounts to John Hancock.
The incumbent is responsible for building and leading a successful team. This is accomplished through effective training and support, development of staff, creation of a positive work environment that encourages participation, ownership, responsibility, innovation, initiative, integrity and a sense of pride by understanding how their roles impact both the customer experience and the overall results of John Hancock.
This role requires the ability to provide effective leadership, coaching / support, motivation, and development of staff.
Manage performance by providing support and recognition to build strengths and develop confidence within the members of the team and identify and manage performance issues effectively and efficiently.
It is important to ensure staff have the necessary training and available departmental tools and resources to be successful in their role.
The incumbent will develop and maintain collaborative relationships with business partners, work closely with NCC MPBS Business Ops Leader to maintain service levels and adherence to process and procedures, and design solutions to process gaps and inefficiencies, minimizing client dissatisfaction and reducing John Hancock’s exposure.
Provide oversite and support to the annual Risk control Self-Assessment (RCSA) review processes to ensure audit controls are being met and maintained.
Recognize, identify, analyze, design and oversee implementation of optimal corrections and solutions to errors, problems and business needs
Complete reporting requirements such as write off reporting, void / error reporting
Maintain a high degree of confidentiality and judgment in dealing with sensitive Employee and Business Unit information
Participate in the development of department strategies and implement changes to support the area’s mandate and goals
Handle escalated situations and complaints as a point of escalation that are not able to be resolved by the Plan Implementation Managers
Previous leadership experience
Excellent influencing skills
Ability to build and maintain relationships while focusing on professionalism
Expert problem solving, analytical, judgment and decision-making skills
High Attention to detail, including documentation and workflows
Working effectively within a team in multiple geographic locations
Effectively articulate processes and procedures
Ability to work independently or within a multi-site team
Will thrive in a fast paced, structured and ever-changing environment
Effective time management and ability to multi-task, organize and prioritize
Excellent customer service and communication skills (written and verbal)
Experience in the GA New Business National Conversion Centre as a Plan Implementation Manager
401k certification is preferred
Knowledge of the U.S. pension and investment business, John Hancock’s pension products, procedures and systems is an asset
Excellent knowledge of workflows, procedures and the functionality’s, complexities, and limitations of our systems
A typical day will involve numerous areas that require consultation and assistance and the incumbent may be called upon to work extra hours with very little notice (to resolve a service issue or escalation).
Handling escalated situations in a timely and mutually beneficial way as well as balancing multiple items / tasks of high priority may be required.
As well, the incumbent must attain expert knowledge for multiple products and systems in a constantly changing environment and managing team dynamic and counselling staff through difficult situations.