Vp, North America Retirement Operations

4 weeks ago

Toronto, Canada Manulife Full time

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

**Working Arrangement**

Hybrid

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 s

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