Process Implementation Manager Jobs in Massachusetts

JOB DESCRIPTION
This role represents an opportunity to be at the forefront of transformation, innovation and service excellence for our U.S. Retirement business. You will help to shape a new retirement recordkeeping and trust operations ecosystem including the complimentary tenets of people, process, technology, and data. You will be instrumental in evolving a new culture focused on efficiently servicing, transforming, and growing our U.S. Retirement business while maintaining our reputation for service excellence

Position Responsibilities:

• Manage relationship with the prior record keeper as it pertains to data transfer and the integrity of submitted files during implementation.
• Understand and identify missing information and how the required data is key to plan setup and effective product delivery
• Negotiate and influence providers to send required data to support administrative, compliance, and customer experience record-keeping needs.
• Manage internal relationships during conversion
• Participate in conversion project team meetings.
• Complete tasks essential to the implementation setup process and effectively elevating issues and problems to the Plan Implementation Manager, following up on outstanding items, discrepancies and significant issues while supporting multiple implementation projects

• Review raw data sets received from a variety of parties and be able to integrate, analyze and manipulate data to confirm data integrity and data gaps as it relates to conversion data requirements and successful on-going plan administration in the bundled plan environment
• Work in an environment where on-going product development is in process, contributing to and identifying opportunities for process improvements, assisting in establishing procedures and protocols that are not yet defined, detecting trends and patterns and escalating issues to management thereby contributing to departmental goals and initiatives.
• Contribute to systems and process improvement of the department by identifying barriers and providing input solutions

Required Qualifications:

• Firm understanding of U.S. Retirement marketplace and Plan Provider Services including recordkeeping and trust operations and the surrounding ecosystem including Advisor, Sponsor, Participant and TPA channels including digital, web, mobile and via business to business and participant Contact Centers.
• Flexibility, adaptability, agility, and the capability to innovate, adapt and evolve while working through ambiguities associated with new processes, new systems and new products.
• Strong sense of process ownership and successful client outcomes. Experience in the U.S. marketplace as with Implementation, Payroll Operations or Client Service experience.
• Broad understanding of onboarding and servicing US Retirement clients.
• Project Management experience.
• Accountability: Manages own performance, priorities, and outcome. Takes personal accountability when acting on all customer requests or issues.
• Client/customer facing experience required.
• Outstanding oral and written communication skills and interpersonal skills.
• Ability to adapt to technology.
• Strong analytical/problem solving skills.
• Demonstrate ability to work in a team environment.
• Ability to work effectively within geographically dispersed team, leverage knowledge across the organization.

Preferred Qualification:

• Experience with Microsoft Word, Excel, Decisions workflow, Salesforce preferred.
• Experience working with the FIS Omni Recordkeeping platform including the business to business and business to customer scope of services (highly desirable)

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.

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 hr@manulife.com.

Referenced Salary Location

Salary range is expected to be between

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 hr@manulife.com 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.

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