Plan Implementation Manager
Plan Implementation Manager
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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 implementing and servicing new retirement business transforming and growing our U.S. Retirement business while maintaining our reputation for service excellence.
The Plan Implementation Manager (PIM will apply their knowledge experience and understanding of U.S. retirement regulations products systems and operational onboarding ongoing service process and operational controls to support and deliver a bestinclass customer and internal user experience. The PIM is accountable for overall project management and onboarding of new retirement accounts to the platform at Manulife/John Hancock. The PIM will also be accountable for other businesstobusiness tasks and accountabilities supporting endtoend servicing including record keeping services and trust and investment services for US Retirement plans.
The PIM will manage the Sponsor and Advisor relationship experience as the plan transitions to Manulife Retirement John Hancock during the onboarding process. The PIM will ensure ontime and accurate requirements customer experience delivery of plan setup payroll setup and investment mapping of client assets. Additional responsibilities to manage ongoing service delivery and internal controls will also apply.
The PIM will primarily coordinate internally with our data payroll ERISA sales and relationship teams. Additional coordination with specialty teams may be required on as needed basis. This is to ensure the proper transition consultation ensures key milestones are completed on time and will work alongside other team specialty members to ensure that conversion data payroll setup and plan setup is completed with a high degree of accuracy. Success will be measured externally by net promoter score results at time of golive and within a warranty period after going live. Internally success will be measured by the efficiency and effectiveness of servicing the plan after golive.
This is a Hybrid work arrangement in the Boston office (Tues Wed Thurs in office Mon Fri work from home).
Position Responsibilities:
- Build and maintain new relationships throughout the entire postsale implementation process and golive post implementation process.
- Build and maintain new relationships throughout the entire ongoing service period and the Plan Amendment process.
- Handle a full caseload of any size cases with varying complexities managing different conversion options and supporting the products and features as outlined in the product catalog.
- Participate in Plan Specifications meetings and ensure the Plan Specifications document is signed for plan setup.
- Expertise influencing and negotiating plan design selections to Manulife/John Hancock standard features and capabilities. This includes aligning customer experience to best in class process capabilities.
- Lead all project updates and communication with external and internal parties.
- Documenting socializing and obtaining leadership approvals for servicing of any nonstandard features/capabilities or client requested personalized/custom or manual business processes.
- Creating processes and controls for any approved nonstandard features/capabilities or client requested personalized/custom or manual business processes. Must have completed and risk approved before golive.
- Deliver required communications and documentation to the client drafting or amending appropriately when needed.
- Support Technical calls to review data integrity and analysis with Plan Sponsors Financial Advisors and TPAs.
- Review web testing scenarios and testing results from the Plan setup team for B2B and B2C processes.
- Assist with the final quality review in preparation for handoff to ongoing service teams.
- Ensuring complete and accurate indexing of all project documentation in related CRM and Indexing tools.
- Provide oversight and ownership of the processing of large financial transactions.
- Identify and support training and developmental needs of the department.
- Support facilitate and influence process improvement initiatives and strategies including work on small and largescale projects.
- Serve as a change leader seek continuous improvement opportunities and work to close process gaps.
Required Qualifications:
- 1 3 years of experience as a Plan Implementation Manager or a similar role.
- Experience working with the FIS Omni Recordkeeping Platform including the business to business and business to customer scope of services (highly desirable).
- Flexibility adaptability agility and the capability to innovate and evolve while working through ambiguities associated with new processes new system and new products.
- Firm understanding of U.S. Retirement marketplace and Plan Provider Services including but not limited to: recordkeeping / trust custody and investment operations. The surrounding ecosystem supporting Advisor Sponsor Participant and TPA digital web mobile channels.
- Expertise in one or more of the following endtoend processes: presales thru sold business plan onboarding participant enrollment payroll and eligibility services money in motion distribution processing plan compliance services and global cash and trade reconciliation.
- Experience in the U.S. marketplace as a Plan Implementation Manager and or Ongoing Service Delivery leader.
- Proven knowledge of U.S. Retirement regulations and operations.
- Excellent customer service and communication skills (verbal and written).
- Ability to build and maintain relationships while focusing on professionalism.
- Excellent knowledge of workflows procedures and the functionalities complexities and limitations of our systems.
- Expert problem solving analytical judgment and decisionmaking skills.
- Ability to effectively articulate processes and procedures.
- Effective time management and ability to multitask organize and prioritize.
Preferred Qualifications:
- Bachelors degree or Certifications in Retirement Compliance and Operations preferred.
When you join our team:
- Well empower you to learn and grow the career you want.
- Well recognize and support you in a flexible environment where wellbeing and inclusion are more than just words.
- As part of our global team well 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 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 pregnancyrelated 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 .
Primary Location
Boston MassachusettsWorking Arrangement
Salary range is expected to be between
$60375.00 USD $100625.00 USDIf you are applying for this role outside of the primary location please contact for the salary range for your location. The actual salary will vary depending on local market conditions geography and relevant jobrelated factors such as knowledge skills qualifications experience and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.
Manulife/John Hancock offers eligible employees a wide array of customizable benefits including health dental mental health vision short and longterm 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.
Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I EVerify I Pay Transparency
Company: John Hancock Life Insurance Company (U.S.A.Required Experience:
Manager
Employment Type
Full-Time
