The New Business Support Manager is an integral part of the Personal Financial Services management team, leading a team of New Business Support Associates responsible for managing over $3 billion in asset movement annually. Serving as a subject matter expert, the manager spearheads New Business Support (NBS) initiatives and enhancements, providing essential support to the Director of New Business Support and the PFS Management Team.

Position Responsibilities:

• Manage and supervise team of New Business Support Associates focused on all aspects of money movements going into a JH 401K plan or leaving a JH 401K plan to a JH Managed Account IRA or JH Mutual Fund IRA.

• Lead the hiring and onboarding of new associates.

• Develop and maintain new and existing department policies and procedures, ensuring Associates are adequately trained.

• Conduct ongoing quality review and assurance of all new and existing associates, utilizing multiple systems, with a focus on improving efficiency, quality and speed to production.

• Research and identify best practices and service inconsistencies among the staff and work with Director to integrate findings into revised approach/procedures, workflows and training programs/methods.

• Lead and/or participate in various projects and initiatives the impacts the New Business Support team, including but not limited to systems enhancements, workflow changes/enhancements, and technology upgrades.

• Establish and maintain relationships with Third Party Administrators, Financial Advisors, Relationship Managers, JHMIRA Service Team, Next Capital Operations, Pershing and Client Account Representatives.

• Partner with RPS Operations Managers, and when appropriate JHMIRA Service Managers, Next Capital, Pershing and JHI to develop and communicate recommended solutions that drive efficiency in our money movement process.  

• Develop and maintain appropriate correction and adjustment procedures for more complex department functions.

• Well versed in JH’s product services offerings as well as other non-JH’s services, such a Millennium Trust.  

• Oversee the Automatic Rollover process between Millennium Trust and the Plan Sponsor when the JH Plan Termination Services are used. This includes the coordination of the MTC/Plan Sponsor Agreement and participant data flow.

• Lead initiatives and enhancements in accomplishing more complex department functions and act as a subject matter expert for all things New Business Support/PFS.

• Assist Director with ongoing research, documentation, reporting and analysis of business intelligence and KPI’s.

• Participate in training and coaching development programs to enhance skills and provide opportunities for advancement.

• Play a key role in the development and roll out of new products, workflows and procedures of Broker Dealer and relationship with NFS.

Required Qualifications:

• Bachelor’s Degree or equivalent work experience

• 6-10 years financial services industry experience

• Minimum of 3 years call center or operations experience, preferably in the financial industry

• FINRA Series 6, 63 and SIE licenses are required

Preferred Qualifications:

• Strong background in process improvements and workflow management  

• Excellent communication, relationship building, presentation and negotiation skills

• Demonstrated ability to teach, coach, and mentor high performing teams

• Advanced analytical and problem-solving skills particularly in relation to sales and customer service; ability to quickly identify an issue, isolate and resolve the problem(s)

• Advance understanding of policies and procedures (ability to create policies and procedures is a plus) 

• Demonstrated leadership qualities – ability to quality gain trust and buy-in 

• Demonstrated ability to proactively seek out improvement opportunities and work independently or through a team to resolve

• Passion for growing developing and growing talent with a positive mindset

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].

Primary Location

Boston, MassachusettsHybrid

Salary range is expected to be between

$90,225.00 USD - $162,405.00 USD

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/John Hancock 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/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify I Pay Transparency

Company: John Hancock Life Insurance Company (U.S.A.)