Shifting gears
Shifting gears
Shifting gears
Shifting gears
By Katie Boyer-Maloy and King Kenney
By Katie Boyer-Maloy and King Kenney
By Katie Boyer-Maloy and King Kenney
In Shifting Gears, King Kenney spotlights Katie Boyer-Maloy’s rise from racing enthusiast to National TPA Channel Director at John Hancock, emphasizing her unique blend of passion and precision in navigating an evolving industry.
In Shifting Gears, King Kenney spotlights Katie Boyer-Maloy’s rise from racing enthusiast to National TPA Channel Director at John Hancock, emphasizing her unique blend of passion and precision in navigating an evolving industry.
Everyone knows Katie Boyer-Maloy. If you haven't met her yet, you probably will soon—she’s the kind of ever-present force that, once encountered, leaves a lasting impression. Katie is the one who brings both spark and strategy to every room she enters. We first crossed paths at NAFE, where we bonded over my looming nuptials and her unforgettable offer to officiate the proceedings. It didn’t take long to realize that this was just the sort of sought-after add-on that fits her do-it-all personality. That moment perfectly captured her “all-in” approach to life, always ready to dive headfirst into the next adventure, whether personal or professional. From there, we became fast friends—twin litterateurs and multi-hyphenates, each carving out fulfilling careers attending to the needs and interests of TPAs.
Everyone knows Katie Boyer-Maloy. If you haven't met her yet, you probably will soon—she’s the kind of ever-present force that, once encountered, leaves a lasting impression. Katie is the one who brings both spark and strategy to every room she enters. We first crossed paths at NAFE, where we bonded over my looming nuptials and her unforgettable offer to officiate the proceedings. It didn’t take long to realize that this was just the sort of sought-after add-on that fits her do-it-all personality. That moment perfectly captured her “all-in” approach to life, always ready to dive headfirst into the next adventure, whether personal or professional. From there, we became fast friends—twin litterateurs and multi-hyphenates, each carving out fulfilling careers attending to the needs and interests of TPAs.
During an impromptu call, Katie opened up about her unconventional journey from the racing circuit to the top ranks of the TPA world. We explored her unique approach to leadership, the tech trends that are shaping the future, and why she believes adaptability is the key to staying ahead in an ever-evolving industry.
During an impromptu call, Katie opened up about her unconventional journey from the racing circuit to the top ranks of the TPA world. We explored her unique approach to leadership, the tech trends that are shaping the future, and why she believes adaptability is the key to staying ahead in an ever-evolving industry.
As the National TPA Channel Director at John Hancock, Katie has made her mark by doing things her way—with passion, precision, and a touch of flair that’s impossible to forget. And in me, she’s gained a lifelong fan.
As the National TPA Channel Director at John Hancock, Katie has made her mark by doing things her way—with passion, precision, and a touch of flair that’s impossible to forget. And in me, she’s gained a lifelong fan.
Can you provide a brief overview of your professional journey and what led you to your current role as the national TPA channel director at John Hancock (aka the boss)?
Can you provide a brief overview of your professional journey and what led you to your current role as the national TPA channel director at John Hancock (aka the boss)?
It all started in the womb. (Kidding…well, sort of.) I loved public speaking and writing growing up, so I knew I wanted to study journalism in college, and ultimately, become a sports reporter, specifically in auto racing. (Or so I thought.) I went to college, got my degree in broadcast journalism, took a job working in racing production down in Charlotte, NC, and nearly four years in, I learned that what I thought was my dream career wasn’t the dream anymore. I was broke, was working all week just to work the weekend, and was barely scraping by. A sport that I loved was losing its luster, and I promised myself I’d never let a job take from me something that I love. And in the meantime, I’d also fallen in love with someone who lived states away.
When I knew the time had come for a change, I left the job, moved to Pennsylvania, and took the first job offered to me as a help desk associate for a software company. At the time, it was a decent salary, utilized some of my skills, and was close to home. I had no idea what that job would blossom into. My time at PensionPro was fueled by rapid growth, both for the company and for me, as I had opportunity after opportunity to try new things and work my way up the company ladder. In my nearly eight years on staff, I did everything from frontline support to relationship management to sales to conference planning and all things in between. I learned about an industry I never knew existed in that span of time and became an industry go-to for all things workflow and process and a trusted partner and friend to many. When it came time to find my next opportunity, I was blown away by the support and interest the industry had shown in me and my skill set. I made a move to work for a firm I deeply respected but realized very quickly that while my advocacy for the TPA industry was solid, I wasn’t seasoned enough to be the management leader they needed. Around that same time, an opportunity to go back to be an advocate in the industry for the top recordkeeper in the space presented itself, and it was a perfect fit and opportunity I couldn’t pass up. And as of September 2022, I joined the team here at John Hancock, and the rest is history.
It all started in the womb. (Kidding…well, sort of.) I loved public speaking and writing growing up, so I knew I wanted to study journalism in college, and ultimately, become a sports reporter, specifically in auto racing. (Or so I thought.) I went to college, got my degree in broadcast journalism, took a job working in racing production down in Charlotte, NC, and nearly four years in, I learned that what I thought was my dream career wasn’t the dream anymore. I was broke, was working all week just to work the weekend, and was barely scraping by. A sport that I loved was losing its luster, and I promised myself I’d never let a job take from me something that I love. And in the meantime, I’d also fallen in love with someone who lived states away.
When I knew the time had come for a change, I left the job, moved to Pennsylvania, and took the first job offered to me as a help desk associate for a software company. At the time, it was a decent salary, utilized some of my skills, and was close to home. I had no idea what that job would blossom into. My time at PensionPro was fueled by rapid growth, both for the company and for me, as I had opportunity after opportunity to try new things and work my way up the company ladder. In my nearly eight years on staff, I did everything from frontline support to relationship management to sales to conference planning and all things in between. I learned about an industry I never knew existed in that span of time and became an industry go-to for all things workflow and process and a trusted partner and friend to many. When it came time to find my next opportunity, I was blown away by the support and interest the industry had shown in me and my skill set. I made a move to work for a firm I deeply respected but realized very quickly that while my advocacy for the TPA industry was solid, I wasn’t seasoned enough to be the management leader they needed. Around that same time, an opportunity to go back to be an advocate in the industry for the top recordkeeper in the space presented itself, and it was a perfect fit and opportunity I couldn’t pass up. And as of September 2022, I joined the team here at John Hancock, and the rest is history.
How has the TPA channel at John Hancock evolved under your leadership/tenure?
How has the TPA channel at John Hancock evolved under your leadership/tenure?
Customer service and true next-level relationships are incredibly important to me. Throughout my career, I have always put everything I had into my role, regardless of what it was. I always wanted to be the best at what I did, and I’ve worked incredibly hard to do it. So, when it comes to overseeing relationships with top partners, I was grateful to step into a scenario where I already had relationships in place with most of the folks and was just putting on a new hat and learning a new skill set. I work with a team of incredibly skilled and professional folks, so I joined the ranks of an already solid team.
Customer service and true next-level relationships are incredibly important to me. Throughout my career, I have always put everything I had into my role, regardless of what it was. I always wanted to be the best at what I did, and I’ve worked incredibly hard to do it. So, when it comes to overseeing relationships with top partners, I was grateful to step into a scenario where I already had relationships in place with most of the folks and was just putting on a new hat and learning a new skill set. I work with a team of incredibly skilled and professional folks, so I joined the ranks of an already solid team.
What are the key challenges and opportunities you see in developing and managing the TPA channel?
What are the key challenges and opportunities you see in developing and managing the TPA channel?
I think our challenges really align with the financial industry as a whole. It’s all about staying ahead of the technological revolution occurring and finding ways to utilize tools to build efficiency and provide the system security necessary for the confidential information we handle regularly. We are constantly trying to keep current on what’s out in the industry so that we can be consultative with our TPA partners. We work with so many innovative TPAs, which gives us a tremendous amount of expertise and feedback on what the industry’s wants and needs are.
I think our challenges really align with the financial industry as a whole. It’s all about staying ahead of the technological revolution occurring and finding ways to utilize tools to build efficiency and provide the system security necessary for the confidential information we handle regularly. We are constantly trying to keep current on what’s out in the industry so that we can be consultative with our TPA partners. We work with so many innovative TPAs, which gives us a tremendous amount of expertise and feedback on what the industry’s wants and needs are.
What major trends do you currently observe in the TPA industry?
What major trends do you currently observe in the TPA industry?
Currently, I think the biggest trends I’m seeing in the industry are the adoption of new technology, the need for but lack of fee increases to account for rising costs of doing business, and the constant need for staff. I think the industry is becoming keenly aware that not evolving is no longer an option if they want to stay competitive.
Currently, I think the biggest trends I’m seeing in the industry are the adoption of new technology, the need for but lack of fee increases to account for rising costs of doing business, and the constant need for staff. I think the industry is becoming keenly aware that not evolving is no longer an option if they want to stay competitive.
How is John Hancock leveraging technology to stay ahead in the TPA space?
How is John Hancock leveraging technology to stay ahead in the TPA space?
We do a tremendous amount of consulting and Q&A with our TPA partners about what they are prioritizing and what keeps them up at night. We try to incorporate their concerns into all of our discussions about planning and roadmaps for future technology updates and product enhancements. Our TPA partners are a huge part of our business, so making sure our goals align is crucial for our success moving forward.
We do a tremendous amount of consulting and Q&A with our TPA partners about what they are prioritizing and what keeps them up at night. We try to incorporate their concerns into all of our discussions about planning and roadmaps for future technology updates and product enhancements. Our TPA partners are a huge part of our business, so making sure our goals align is crucial for our success moving forward.
Can you discuss any recent innovations or initiatives that John Hancock has introduced for TPAs?
Can you discuss any recent innovations or initiatives that John Hancock has introduced for TPAs?
Obviously, with SECURE 2.0, there have been many changes to accommodate the required provisions, which has taken a tremendous amount of time for the team behind the scenes. We have been putting a lot of effort into our integration capabilities with payroll data aggregators and piloting our API connectivity with our partners. While there is a full pipeline ahead of us with many exciting features, we are working hard to be the recordkeeping partner of choice for our TPA partners and advisors.
Obviously, with SECURE 2.0, there have been many changes to accommodate the required provisions, which has taken a tremendous amount of time for the team behind the scenes. We have been putting a lot of effort into our integration capabilities with payroll data aggregators and piloting our API connectivity with our partners. While there is a full pipeline ahead of us with many exciting features, we are working hard to be the recordkeeping partner of choice for our TPA partners and advisors.
How does John Hancock ensure compliance with industry regulations and standards? How do you stay informed about and prepare for upcoming regulatory changes?
How does John Hancock ensure compliance with industry regulations and standards? How do you stay informed about and prepare for upcoming regulatory changes?
Our recordkeeping systems are built and maintained to ensure they comply with all appropriate regulations. We have dedicated personnel responsible for ensuring that our recordkeeping system is compliant with all regulations and for developing procedures for staff to follow. This team includes several ERISA attorneys, as well as a senior compliance team with years of qualified plan experience. In addition, all team members receive extensive and ongoing training regarding these recordkeeping and plan servicing protocols.
Our recordkeeping systems are built and maintained to ensure they comply with all appropriate regulations. We have dedicated personnel responsible for ensuring that our recordkeeping system is compliant with all regulations and for developing procedures for staff to follow. This team includes several ERISA attorneys, as well as a senior compliance team with years of qualified plan experience. In addition, all team members receive extensive and ongoing training regarding these recordkeeping and plan servicing protocols.
How do you approach building and maintaining relationships with TPAs?
How do you approach building and maintaining relationships with TPAs?
For me, it all starts with reading the room and truly understanding how the client needs you to show up for them. No two clients of mine are the same, so it’s important to make the effort to really meet them where they are and show up as they need you. I think it’s one of the ways I’ve always been able to shine and stand out in the relationship management space. Another big piece of my relationships is ensuring I always lead with honesty and am willing to have the hard conversations.
For me, it all starts with reading the room and truly understanding how the client needs you to show up for them. No two clients of mine are the same, so it’s important to make the effort to really meet them where they are and show up as they need you. I think it’s one of the ways I’ve always been able to shine and stand out in the relationship management space. Another big piece of my relationships is ensuring I always lead with honesty and am willing to have the hard conversations.
Can you share any successful partnership stories that have significantly impacted your channel’s growth?
Can you share any successful partnership stories that have significantly impacted your channel’s growth?
Honestly, most of my highlight moments aren’t overly glamorous. They’re about taking a few minutes to step back, hear out what the client needs, and be willing to pick up the phone to make it right. Too often, people avoid confrontation in sticky situations, but I’ve found that more often than not, when you take the time to hear someone out—without trying to immediately jump in and solve a problem—you can brainstorm together to come up with the right next move. And sometimes, it’s the call that means more than anything else. I’m never too proud to make a call to apologize for something, whether I had anything to do with it or not. Sometimes, just hearing from someone who is willing to say, “Listen, I’m so sorry for the issue, and I wanted to make sure you heard that directly from me, and not in an email,” makes all the difference and can smooth out even the toughest of moments. I truly believe that my superpowers in this world are reading people and caring deeply.
Honestly, most of my highlight moments aren’t overly glamorous. They’re about taking a few minutes to step back, hear out what the client needs, and be willing to pick up the phone to make it right. Too often, people avoid confrontation in sticky situations, but I’ve found that more often than not, when you take the time to hear someone out—without trying to immediately jump in and solve a problem—you can brainstorm together to come up with the right next move. And sometimes, it’s the call that means more than anything else. I’m never too proud to make a call to apologize for something, whether I had anything to do with it or not. Sometimes, just hearing from someone who is willing to say, “Listen, I’m so sorry for the issue, and I wanted to make sure you heard that directly from me, and not in an email,” makes all the difference and can smooth out even the toughest of moments. I truly believe that my superpowers in this world are reading people and caring deeply.
What is your vision for the future of the TPA channel at John Hancock?
What is your vision for the future of the TPA channel at John Hancock?
Being the partner of choice is our primary goal. I think we’re pretty much there currently, but maintaining it will require creativity and forward-thinking. We have an incredible team of people here at John Hancock, so I believe we certainly have the brainpower we need to continue on that path.
Being the partner of choice is our primary goal. I think we’re pretty much there currently, but maintaining it will require creativity and forward-thinking. We have an incredible team of people here at John Hancock, so I believe we certainly have the brainpower we need to continue on that path.
Are there any particular skills or experiences you believe are essential for success as the industry consolidates?
Are there any particular skills or experiences you believe are essential for success as the industry consolidates?
I think the biggest thing is just being an agent of change and having the flexibility to adapt to the ever-changing landscape of the business.
I think the biggest thing is just being an agent of change and having the flexibility to adapt to the ever-changing landscape of the business.
Why is King Kenney “the man”?
Why is King Kenney “the man”?
One simply doesn’t ask questions with obvious answers. Much like asking why Chuck Norris is Chuck Norris. King Kenney is the man, period.
One simply doesn’t ask questions with obvious answers. Much like asking why Chuck Norris is Chuck Norris. King Kenney is the man, period.
Very true.