Are you excited about being part of an opportunity to be at the forefront of transformation, innovation and service excellence for our U.S. Retirement business? Then we would love to have you join our Retirement Services Team as a Retirement Operations Specialist! You will help to shape a new retirement recordkeeping and 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.

Our customers are our top priority. In this dynamic and ever-evolving role, you will take a proactive approach to every interaction, ensuring a high-quality Manulife/John Hancock experience. This position is part of our US Retirement, Member Services team, where you will have responsibilities that include, but are not limited to risk mediation, reporting, process enhancement, procedure administration, project management, and administration for Operations.

Position Responsibilities:

Transaction Processing: Accurately process contributions, distributions, loans, rollovers, and other plan-related transactions in accordance with regulatory guidelines and internal service level agreements
Customer Experience Focus: Prioritize the participants’ experience by maintaining a high standard of service, proactively identifying and resolving issues that may impact customer satisfaction.
Internal Service Support: Provide responsive and knowledgeable support to internal stakeholders (e.g., customer service, compliance, plan sponsors) regarding all aspects of 401(k) payment and transaction processing.
Investigate and Resolve Inquiries: Research and resolve participant and plan-related issues with accuracy and timeliness, ensuring a high standard of service and compliance.
Data Integrity & Recordkeeping: Maintain accurate and up-to-date participant records, ensuring all manual and system-based entries meet quality and audit standards.
Process Improvement: Actively contribute to the continuous improvement of operational workflows by identifying inefficiencies, recommending enhancements, and supporting implementation efforts.
Compliance & Documentation: Adhere to all regulatory requirements and internal controls, ensuring proper documentation and audit readiness for all transactions and exceptions.
Cross-Functional Collaboration: Partner with other departments to resolve complex cases, support escalations, and ensure a seamless participant experience.
Other Duties as Assigned: Flexibly support additional responsibilities as needed to meet team goals and evolving business needs.

Required Qualifications:

Minimum 3 years industry experience in insurance, retirement, or financial services
Knowledge or familiarity in 401(k) and pension plan administration
AWS and Salesforce
Proficiency in OMNI with solid end-to-end processing experience

Preferred Qualifications:

Educational Background: Post-secondary education in business, finance, or a related field is preferred. Equivalent work experience will also be considered.
Subject Matter Expert experience is highly preferred for the role

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 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.

Working Arrangement