JOB DESCRIPTIONIndividual Responsibilities (75%): Client RelationsProvides superb leadership to all members of the service team within the largest and most complex business segment.Intimately understand client needs, and balance solutions to Manulife’s key firm objectives.Research best practice options for non-standard complex plan and process designs, as common in the mid-large market.Collaborates with business partners to engineer solutions and provides recommended solutions to clients to mitigate risks.Accountable for the timely and accurate delivery of administrative services to their clients.Accountable for client satisfaction related to client administrative and relationship servicing.Provides sound judgement in managing day-to-day client relationships for assigned clients; interfaces with client as primary client administrative contact.Adapt to lead unpredicted events as clients modify their corporate strategies, plan designs, and or investment line-ups. Included but not limited to Mergers/Acquisitions, divestitures, plan terminations, IRS/DOL audits etc.Demonstrate full understanding of the client and their plan document; develop in-depth understanding of plan administration, client’s sensitivities, needs, and objectives with respect to the administration of their retirement planRecommends and implements new policies and procedures, workflow approaches, and system enhancements with an overall focus on client profitabilityRespond to client inquiries, research client issues, resolve service issues/errors, and demonstrate proactive, consultative, solution-based approach to enhance client relationsProactively addresses and communicates essential recordkeeping information to stakeholders during each plan year, including but not limited to, compliance testing results, plan design issues, regulatory changes, product enhancements, and website functionalityAnalyze client requests versus departmental/product/service policies, procedures and best practicesProactively manage account by setting appropriate expectations and consistently delivering on those expectationsNegotiate services with clients and provide alternative solutions where necessaryIdentify and negotiate billable hours for non-standard services falling outside of the clients standard Service Level AgreementAbility to interpret and coordinate client requests and ensure all legal, consulting and compliance issues are addressed in a professional and timely mannerReview billing invoices for completeness and accuracy: adhere to Client Budget Tracking/AnalysisImplement new products, services and legislative changes as requiredEnsure client requests and enhancements are within the appropriate Optimal Business Model and follow related Best PracticesParticipate and lead client meetings Communication and DocumentationResponsible for resolving client issues with internal departments and Director, rolling out of products and services and implementing plan enhancementsEngage in discussion with C-Suite and key decision-making plan administrators, financial advisors, and large market consultants.Present oral and written information in a clear, concise, and organized mannerMaintain client files according to department and compliance standards; maintain internal databases to reflect current client information and dataDocument and write follow up information summarizing sensitive client issues; document issues in shared databases; document all client calls regardless of nature of callSupport sales effort by participating in sales prospect site visitsUtilize Salesforce to track action items, correspondence, and phone contactCoordinate annual notice mailingsDemonstrate the ability to execute special client related projects as required and facilitate meetings regarding project subject matter and statusDisplays a positive outlook, works well in team environment, is willing to share information, remains flexible in a changing environment and performs additional duties as neededWork additional hours as needed.Other duties as assigned Shared Responsibilities (25%):Actively participate in departmental and team meetingsParticipate in ongoing training. Identify additional areas of training to improve customer service, quality and efficiencyJob Requirements:Bachelor’s degree - Medical DoctorMinimum of five years of experience in Hospital as leadePresentation and client services engagement, influencing and negotiating skills.About Manulife and John HancockManulife 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 EmployerAt 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 hr@manulife.com.Working ArrangementHybrid