VP, North America Retirement Operations

2 weeks ago

Toronto, Ontario, Canada Company 1 - The Manufacturers Life Insurance Company Full time

Description

Put the customer at the centre of everything we do – that's our mission. Our operations organization is at the forefront of bringing this mission to life. This role is critical in the delivery of that mission as day in and day out as our Operations teams engage with customers throughout the entire life cycle of their plan with Manulife / John Hancock. Across Operations we support client acquisition and servicing. Working within our legacy recordkeeping environment, our Operation teams a key part of the process as they deliver the human component of processes.

Retirement as a business delivers 58% of GWAM's earnings and the North America Retirement business serves five million clients and 63,000 sponsors covering over $350 billion in AUM. To support businesses of these size, the Retirement Operations team requires a senior leader for day to day operations.

The VP North America Retirement Operations is the single point of contact that is the face of Manulife and needs to deliver an unbeatable customer experience consistently across two geographies – Canada and the US. Leveraging deep customer insights and well developed business unit acumen, this leader will;

Set the bar for all of Operation in embracing data and analytics and driving our managing with metrics agenda Build relationships with key customers and distribution partners to add value in retention and new business Sponsor Processing: Onboarding over 10,000 plans in the US and Canada and over 3000 amendments in Canada Advisor and TPA support including billing and administration Sponsor Services: Delivery of day to day administration support and service across TPAs, Advisors, Market Sources and Sponsors Sponsor Support: NA Sponsor Support Administration and Compliance services of the plan for our sponsors to ensure we remain compliant with industry regulation. Support Taft Hartley and DB segments in the US. Payroll Processing: Timely and accurate execution of setup, record keeping and payroll financial transactions Member & Participant Processing: Processing participant and member transactions

We're looking for a leader who demonstrates a focus and passion for Operations. A collaborative, transparent leader who can create and communicate a vision and engage individuals to work towards objectives. This role requires a visible leader who can drive change through relationships, thought leadership and exceptional industry knowledge to drive a service experience within our risk appetite.

Individual Accountabilities:

Lead the Operations team (approx. 1800 employees) globally in support of Canada and US Retirement to deliver on our customer experience commitment Be the thought leader across Operations domain driving towards innovation, best practices, and adaptability to customer / advisor behaviour. Drive the implementation of key transformation initiatives.

Key Shared Accountabilities:

Deliver a best in class customer experience. Operationalize the Global Retirement Ops vision and strategic pillars for Operations. Operationalize each business strategy ensuring that our customers and advisors are supported in their use of our products and services. Proactively scan the external and internal environment that might drive change in customer / advisor behaviour that will result in changes in the risk and control environment. Champion innovation, changes, and improvements to our offering to support desired customer outcomes (STP, tNPS, Retention, Sales).

Job Requirement:

Partner with senior leadership in support of strategic discussions, decision making, and creation of Retirement objectives and action plans. Fulfil a business advisory / value enhancement role in supporting management across the Operations in the continued pursuit of digital customer leadership. Act as centralized point of support for Global WAM Operations to enable execution of key business initiatives and ensure cohesive action across all global regions and business lines in support of the contact centre. Work across different teams and with all levels of management. Form solid relationships with different stakeholder groups, and encourage information flow Contribute to the business strategies of both the Canada and the US retirement businesses

Competencies:

Previous background and expertise in Retirement Record keeping. 15+ years of experience leading Operations teams, demonstrating best in class service delivery and top quartile engagement scores. Ability to inspire and motivate a large team, recruiting, retaining and growing top talent for the benefit of the entire organization. Financially savvy, seasoned leader who is very conversant in the drivers of the expense line. Demonstrated business acumen, analytical skills and problem-solving skills Strong verbal and written communication skills and interpersonal skills needed to effectively build relationships and communicate at all levels (executives, internals stakeholders, and customers. Ability to work effectively within a matrixed, geographically dispersed team, leverage knowledge across the organization and within a global workforce. Highly developed influencing and negotiating skills. Self-starter and team player with a high level of initiative, strong work ethic and the ability to gather, synthesize, organize and report information

Key Leadership Behaviours:

As a senior officer of the organization, be emblematic of Manulife's values. Organized, self-directed, efficient and able to manage complexity. Collaborative and transparent working style. Open, honest and direct approach. Flexible, steady under pressure, and willing to switch gears quickly. Strong team player who will enable the execution of the GWAM Ops strategy.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges, and under '945' in Hong Kong.

Manulife is an Equal Opportunity Employer

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

Toronto, Ontario

Salary range is expected to be between

$171,200.00 CAD - $317,700.00 CAD

If 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 job-related 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 offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term 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 and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact for more information about U.S.-specific paid time off provisions.

  • VP, North America Retirement Operations

    2 weeks ago

    Toronto, Ontario, Canada Manulife Insurance Malaysia Full time

    VP, North America Retirement Operations page is loaded VP, North America Retirement Operations Apply locations Toronto, Ontario Boston, Massachusetts time type Full time posted on Posted Yesterday job requisition id JR We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues...

  • Vp, Head of North America Life Operations and

    2 weeks ago

    Toronto, Ontario, Canada PartnerRe Full time

    Company DescriptionPartnerRe is a leading, privately owned, multi-line global reinsurer with a reputation of financial stability and strength, and a commitment to rebuilding businesses and communities after risk events around the world.Our mission is to continue to be a financially stable and predictable business partner, supporting our clients with...

  • Vp, Information Technology

    2 weeks ago

    Toronto, Ontario, Canada Serco North America Full time

    Position Description:Serving as the senior leader of the information technology team in Serco Canada, the VP of Information Technology leads Serco Canada's IT department of IT professionals.The role of the VP of Information Technology involves supervising the technology used to facilitate all aspects of the organization's technology programs, both existing...

  • Treasurer, North America

    2 weeks ago

    Toronto, Ontario, Canada Thales Full time

    Location: Toronto, CanadaThales people architect solutions that support 85 million mainline and suburban passenger journeys, worldwide, every day. Our Rail Signalling and Communication systems are used on metro lines across major cities, and 72,000 kms of route, 52,000 trains per day in 16 countries are controlled by our Traffic Management Systems. Together...

  • Treasurer, North America

    2 weeks ago

    Toronto, Ontario, Canada Hitachi Vantara Corporation Full time

    About Us A career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the multi-cultural strength of our global organisation to the sustainable and innovative ways we work to bring people together, there's something for everyone to get...

  • Immediate Start Director of Operations

    2 weeks ago

    Toronto, Ontario, Canada Spring Living Retirement Communities Full time

    SPRING LIVING OVERVIEWSpring Living Retirement Communities ) is a boutique, rapidly growing Canadian senior living owner/operator, who currently owns and operates 14 retirement communities in Ontario and Quebec. The company has an ambitious growth plan to expanding through acquisition of mid-market retirement residences across Canada over the next 5 years....

  • Treasurer, North America

    2 weeks ago

    Old Toronto, Ontario, Canada Hitachi Vantara Corporation Full time

    About Us A career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the multi-cultural strength of our global organisation to the sustainable and innovative ways we work to bring people together, there's something for everyone to get stuck...

  • Regional Marketing Manager, North America

    2 weeks ago

    Toronto, Ontario, Canada PagerDuty Full time

    PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.Visit our careers site to explore life at PagerDuty, discover opportunities, and sign-up for job alertsRegional Marketing Manager, North AmericaOverviewPagerDuty is seeking a dynamic Regional Marketing Manager to own regional...

  • Manager, Procurement North America, Travel Operations

    2 weeks ago

    Old Toronto, Ontario, Canada Manulife Insurance Malaysia Full time

    Manager, Procurement North America, Travel Operations page is loaded Manager, Procurement North America, Travel Operations Apply locations Toronto, Ontario Boston, Massachusetts time type Full time posted on Posted 3 Days Ago job requisition id JR We are a leading financial services provider committed to making decisions easier and lives better for our...

  • Plant Care Specialist

    2 weeks ago

    Toronto, Ontario, Canada Rentokil North America Full time

    Overview:Plant Care SpecialistBenefits Start Day 1 for Full-Time Colleagues - No Waiting PeriodAre you passionate about customer service with an interest in horticulture? Love to enhance business environments? Enjoy working independently? Looking to build your career in an exciting industry and a growing world-class organization? Come see why so many of our...

  • Manager, Institutional Business Management, North

    2 weeks ago

    Toronto, Ontario, Canada AGF Management Limited Full time

    About AGF:Founded in 1957, AGF Management Limited (AGF) is an independent and globally diverse asset management firm delivering excellence in investing in the public and private markets through its three distinct business lines: AGF Investments, AGF Private Capital and AGF Private Wealth.AGF brings a disciplined approach focused on providing an exceptional...

  • Head of Customer Success, North America

    2 weeks ago

    Toronto, Ontario, Canada ABC Financial Full time

    Head of Customer Success, North America page is loaded Head of Customer Success, North America Apply locations Ontario, Canada British Columbia time type Full time posted on Posted 5 Days Ago job requisition id REQ Company : ABC Nova Scotia It's fun to wor

  • VP of Operations

    2 weeks ago

    Toronto, Ontario, Canada Tokyo Smoke Full time

    VP, Operations (Corporate Stores - Ontario)Job Category : Full-TimeDescription Reporting to the President, VP, Operations, Corporate Stores will manage and oversee all corporate stores across Ontario, Manitoba, Saskatchewan and Newfoundland to Tokyo Smoke head office staff and retail operations. The VP, Operations, Corporate Stores will oversee all Regional...

  • Head of Production, North America

    2 weeks ago

    Toronto, Ontario, Canada SGS & Co Full time

    Role We are looking for an integrated Head of Content Production to oversee our North America studios. A process-led leader with experience mentoring and overseeing a team of producers in a fast-paced creative agency environment. An astute commercial thinker, capable of quickly assessing a request to identify risks and opportunities. A proactive problem...

  • Executive Vice President of Sales, North America

    2 weeks ago

    Toronto, Ontario, Canada EightSix Network Inc Full time

    Executive Vice President of Sales, North America Part Time / Full Time Executive Vice President of Sales, North America About Our Client: Our client is a leading B2B tech firm in the reward management and sales performance industryPosition Scope:As the EVP of Sales, North America, you will

  • VP, Medical Research

    2 weeks ago

    Toronto, Ontario, Canada OMERS Oxford Properties Group Full time

    Senior Vice President, Corporate Finance page is loaded Senior Vice President, Corporate Finance Apply locations Toronto, Canada time type Full time posted on Posted 21 Days Ago job requisition id JR-6167 Why join us? Are you looking to join a dynamic pension plan that embodies the strong values of its 500,000 members and is an industry leading global...

  • Head of Production, North America

    2 weeks ago

    Toronto, Ontario, Canada Southern Graphics Systems, Canada Co. Full time

    RoleWe are looking for an integrated Head of Content Production to oversee our North America studios. A process-led leader with experience mentoring and overseeing a team of producers in a fast-paced creative agency environment. An astute commercial thinker, capable of quickly assessing a request to identify risks and opportunities. A proactive problem...

  • Senior Account Executive, North America

    2 weeks ago

    Old Toronto, Ontario, Canada Jeeves Full time

    Jeeves is a groundbreaking financial operating system built for global businesses that provides corporate cards, cross-border payments, and spend management software within one unified platform. The company operates across 20+ countries including Brazil, Canada, Colombia, Mexico, the United Kingdom, across Europe, and the United States, and serves over 5,000...

  • AVP, Risk, North America

    1 week ago

    Toronto, Ontario, Canada Pacific Life Full time

    Job TitleAVP, Risk, North AmericaJob DescriptionThe AVP, Risk, North America will play a key part in supporting the company's global new business growth and risk management for the Canada Branch. The role focuses on:New business risk reviews across all lines of business covering key risks including insurance risks and multiple regulatory environments to...

  • Vp, Lead Operational Risk Officer

    2 weeks ago

    Toronto, Ontario, Canada Wells Fargo Full time

    About this role:Wells Fargo is seeking a VP, Lead Operational Risk Officer who is an experienced independent risk management professional within the second line of defense. The VP will have the mandate of implementing a consistent, collaborative, and sustainable approach to risk type oversight horizontally across the Americas Region (Canada and Latin...