About the position
We are seeking a passionate and strategic Onboarding Education Consultant (OEC) to join our Participant Outcomes team, supporting the US Retirement business. This role is instrumental in delivering an outstanding first impression for new clients, setting the tone for a successful long-term relationship. As a strategic partner in the onboarding process, the OEC ensures the Manulife John Hancock participant experience is effectively introduced and aligned with each plan's unique goals and needs. This position requires a blend of critical thinking, project management, and relationship-building skills to deliver outstanding onboarding experiences that nurture long-term engagement and retirement readiness.
Responsibilities
• Partner with Sales Teams, Plan Implementation Managers (PIMs), and Relationship Managers (SRMs and NRMs) to assess client needs and recommend customized onboarding and education solutions.
• Conduct in-depth interviews with internal partners and advisors, and perform active research to understand plan objectives, participant profiles, and communication preferences.
• Maintain accurate and timely documentation of onboarding activities and client interactions in Salesforce, ensuring data integrity and visibility across teams.
• Work closely with Financial Representatives to identify the most effective communication methods and media for engaging newly eligible employees and supporting ongoing education efforts.
• Coordinate the setup and delivery of onboarding resources, education materials, educator scheduling, and resource center configuration.
• Act as a primary contact for onboarding training, guaranteeing coherent and uniform communication among both internal and external collaborators.
• Support training initiatives for internal teams and external partners to improve understanding and utilization of John Hancock's enrollment and education tools.
• Identify and share insights and best practices to help external partners optimize their service models using John Hancock's education solutions.
Requirements
• Bachelor's degree preferred, or equivalent professional experience in a related field.
• 2-4 years of experience in financial services, preferably within retirement plans or employee benefits.
• Experience in call center or client-facing environments with a strong focus on sales, education, or influencing decision-making.
• Exceptional organizational skills with the ability to lead multiple priorities and deadlines in a fast-paced environment.
• Strong interpersonal and relationship management skills, with a proven ability to build trust and collaborate effectively with diverse partners.
• Proficiency in CRM systems (Salesforce preferred) and Microsoft Office Suite.
• Excellent verbal and written communication skills, with a keen ability to tailor messaging to different audiences.
Benefits
• Health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage.
• Adoption/surrogacy and wellness benefits.
• Employee/family assistance plans.
• Retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions).
• Financial education and counseling resources.
• Generous paid time off program including up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time.