VP, North America Retirement Operations
4 weeks ago
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 transactionsWe’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 businessesCompetencies:
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 informationKey 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, OntarioSalary range is expected to be between
$171,200.00 CAD - $317,700.00 CADIf 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.
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