The Opportunity

Join the FutureChoice Retirement Services Team to help drive transformation in the U.S. Retirement business by supporting a modern recordkeeping and operations ecosystem across people, process, technology, and data.

As a Sponsor Support, you provide critical back-office and operational support to client-facing teams, enabling them to focus on higher-value client interactions. You handle administrative tasks, process workflows, resolve inquiries, and ensure accuracy, efficiency, and a strong client experience.

As the operating model and service delivery continue to mature, the scope of the role is expected to expand, 
offering broader exposure to client service and business partner delivery and creating opportunities for increasing 
involvement in the end-to-end client experience over time.

Position Responsibilities:

• Execute administrative and operational tasks (processing, documentation, data management, reporting) to support CSMs and overall service delivery
• Manage back-office workflows, including sponsor transactions, non-standard requests, and quality checks to ensure accuracy and compliance
• Handle complex cases and exceptions, using process knowledge and judgment to resolve or escalate issues appropriately
• Maintain accurate centralized records and ensure work is prepared in advance to enable timely review and reduce delays
• Drive collaboration and continuous improvement by supporting client-facing teams, resolving escalations, and identifying efficiency and quality enhancements
• Perform additional tasks and responsibilities as assigned, based on evolving business needs."

Required Qualifications

• At least 2 years of customer service experience with strong verbal and written communication skills
• Strong interpersonal skills with the ability to engage and manage diverse customer personalities professionally
• Proven ability to handle ambiguity and resolve unfamiliar or complex customer needs with confidence 
• Excellent multitasking and time management skills in high-volume, fast-paced environments, with strong attention to detail
• Self-driven team player with ownership mindset, able to work independently while building strong internal and customer relationships"

Prefered Qualifications

• Post-secondary education with industry certification is preferred or equivalent work experience.
• Knowledge of 401k/pension plans
• System knowledge OMNI , Salesforce, Decisions.com

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture: We lead with our Values every day and bring them to life together.
• Boundless opportunity: We create opportunities to learn and grow at every stage of your career.
• Continuous innovation: We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity, and Inclusion: We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.

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 [email protected].

Hybrid