Technical Solutions Architect designing Juniper and Aruba enterprise networking solutions for Arrow’s channel partners. Leading technical sales engagements, demonstrations, and solution architecture across North America.
About the role
- Managing a team of Triage Analysts and Solutions Coordinators in escalation management across financial services at Manulife. This role enhances client experience through effective resolution of complex issues.
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
Requirements
- 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
Benefits
- health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage
- adoption/surrogacy and wellness benefits
- employee/family assistance plans
- various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
- financial education and counseling resources
- generous paid time off program including holidays, vacation, personal, and sick days
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