Manager, New Business Support

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 abo