Client Services Manager

We are seeking an experienced and forward‑thinking leader to oversee a team of Client Service Representatives and Quality Assurance professionals supporting both self‑directed investors and clients enrolled in ongoing advisory programs. This role operates within a dynamic financial services environment and requires a strong blend of people leadership, service excellence, regulatory knowledge, and operational discipline. The ideal candidate brings deep experience leading client‑facing teams, a passion for developing talent, and a commitment to delivering an exceptional client experience while maintaining strong risk management and supervisory oversight. Position Responsibilities Lead, coach, and develop a team of Client Service Representatives and Quality Assurance Specialists, fostering a culture of accountability, continuous learning, and exceptional performance. Establish clear goals, performance standards, and success metrics aligned to business objectives. Conduct regular coaching sessions, performance reviews, and career development conversations. Flexibility to support product and process initiatives as business develops. Client Experience & Service Delivery Ensure timely, accurate, and empathetic support to self‑directed clients and advisory program participants. Monitor service level metrics, call quality, and workflow management to maintain operational excellence. Identify service gaps or emerging issues and implement process improvements to enhance the end‑to‑end client experience. Oversee operational readiness for new initiatives and platforms. Quality Assurance & Risk Management Oversee the QA program to ensure client interactions meet regulatory, procedural, and quality standards. Partner with Compliance, Supervision, and Risk teams to manage escalations and maintain adherence to FINRA and SEC requirements. Apply supervisory responsibilities associated with the Series 24 license, ensuring proper oversight of registered representatives and adherence to firm policies. Operational Excellence Collaborate with cross‑functional partners‑ including Operation, Product, Technology, and Advisor Experience‑ to resolve issues and improve advisor and client workflows. Lead initiatives to enhance efficiency, reduce errors, and streamline processes supporting advisory and self‑directed channels. Provide insights and report to senior leadership regarding team performance, trends, risks, and opportunities. Required Qualifications Active FINRA licenses: SIE, Series 7, Series 66 (or both Series 63 and 65), Series 24. Or the ability to obtain licensing within a defined period. Demonstrated expertise supporting brokerage or advisory clients. Strong understanding of FINRA, SEC, and internal supervisory requirements. Proven ability to motivate teams, drive performance, and build a positive culture. Exceptional communication, problem‑solving, and relationship‑building skills. Preferred Qualifications Minimum 5 years of leadership experience in a client service, contact center, or financial services environment. Experience supporting advisory program operations or fee‑based investment platforms. Background in quality assurance or service quality program leadership. Track record of leading change and driving process improvement initiatives. Bachelor’s degree in business, finance, or related field. 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. The role being advertised is an existing vacancy.

マニュライフとジョン・ハンコックについて

マニュライフ・ファイナンシャル・コーポレーションは、「あなたの未来に、わかりやすさを」を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、

マニュライフは機会均等を是とする雇用主です

マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。 雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、 View email address on click.appcast.io。 Referenced Salary Location Boston, Massachusetts Working Arrangement

ハイブリッド勤務

Salary range is expected to be between

$92,475.00 USD - $160,290.00 USD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact View email address on click.appcast.io for the salary range for your location. 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. We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement. Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify Company: John Hancock Life Insurance Company (U.S.A.) #J-18808-Ljbffr Manulife Financial