VP, North America Retirement Operations

6 months ago

Toronto, Canada Manulife Full time

Job 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

At Manulife/JohnHancock, we embrace our diversity. We strive to attract,developandretaina workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin,colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers toprovideequal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent withapplicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact

  • Vp, North America Retirement Operations

    5 months 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...

  • VP, North America Retirement Operations

    6 months ago

    Toronto, 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...

  • Eataly North America Marketing Liaison

    4 weeks ago

    Toronto, Ontario, Canada Eataly North America Full time

    Marketing Liaison Opportunity at Eataly North AmericaWe are seeking a highly motivated and experienced Marketing Liaison to join our team at Eataly North America. As a Marketing Liaison, you will play a critical role in supporting the execution of marketing plans across our Toronto locations.About Eataly North AmericaEataly North America is a leading retail...

  • Senior Corporate Counsel for North America

    4 weeks ago

    Toronto, Ontario, Canada IKO North America Full time

    IKO North America is a leading manufacturer of roofing and building materials. As the General Counsel, you will play a key leadership role in overseeing all legal matters and providing expert advice to senior management on legal issues impacting the company.The ideal candidate will have 8-10 years of commercial real estate and general corporate/commercial...

  • Eataly North America Sales Team Member

    4 weeks ago

    Toronto, Ontario, Canada Eataly North America Full time

    Job Title: Eataly North America Sales Team MemberWe are seeking a highly skilled and enthusiastic Sales Team Member to join our dynamic team at Eataly North America. This role is perfect for individuals who have a passion for delivering exceptional customer service, working in a fast-paced environment, and promoting Italian culture.About the Job:This is a...

  • Store Operations Strategist

    4 weeks ago

    Toronto, Ontario, Canada Eataly North America Full time

    Job SummaryWe are seeking a highly experienced Store Operations Strategist to lead our store operations team at Eataly North America.About the RoleThe successful candidate will be responsible for overseeing all aspects of store operations, including sales, profitability, and guest experience.Key ResponsibilitiesCollaborate with senior leadership to develop...

  • Dish Creator at Eataly North America

    4 weeks ago

    Toronto, Ontario, Canada Eataly North America Full time

    Pizza Maker Position SummaryWe are seeking a skilled and enthusiastic Dish Creator to join our team at Eataly North America. As a Pizza Maker, you will be responsible for producing high-quality pizzas in accordance with our authentic Italian recipes.Job DescriptionThe successful candidate will have experience working in a back-of-house production...

  • Chief Operations Officer, North America Retirement Division

    4 weeks ago

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

    Job Summary:We are seeking an experienced Chief Operations Officer to lead our North America Retirement Division. The successful candidate will be responsible for overseeing the daily operations of our retirement business, ensuring seamless execution of our strategies and driving excellence in customer experience.About Company 1 - The Manufacturers Life...

  • Eataly North America Pizza Craftsman

    4 weeks ago

    Toronto, Ontario, Canada Eataly North America Full time

    Pizza CraftsmanWe are seeking a skilled Pizza Craftsman to join our team at Eataly North America. In this role, you will be responsible for producing high-quality Roman-style pizzas and other baked goods according to our authentic Italian recipes.ResponsibilitiesPrepare pizzas to exacting standards using specific recipesMaintain a clean and sanitary food...

  • Expert Baker

    4 weeks ago

    Toronto, Ontario, Canada Eataly North America Full time

    Eataly North America is seeking an expert bread baker to join our team in a fast-paced 24-hour bakery environment. As a key member of our baking team, you will be responsible for producing high-quality bread and focaccia products according to our authentic Italian recipes.Job SummaryThis is a demanding yet rewarding role that requires attention to detail,...

  • Executive Leader

    5 days ago

    Toronto, Ontario, Canada LEON CYCLEManaging Director Full time

    Company OverviewLeon Cycle is a leading e-bike manufacturer with a strong global presence. Founded in Germany in 2014, the company has expanded its operations to several countries, including Spain, USA, Australia, Italy, France, and Canada.We are dedicated to designing, manufacturing, and selling high-quality e-bikes through various distribution channels,...

  • Business Operations Analyst

    4 weeks ago

    Toronto, Ontario, Canada Cision Full time

    Cision, a leading technology company, is seeking an experienced Business Operations Analyst to join our growing team in North America. As a key member of our sales operations team, you will play a crucial role in ensuring the efficient delivery of superior support essential to enhance sales team productivity and systems capabilities.Job SummaryThis position...

  • Director, North America Segment Management, Global

    2 months ago

    Toronto, Canada Manulife Full time

    The mandate of the North America Segment Management team within Global Asset Liability Management (ALM) is to support ALM risk management, implement both long term and tactical ALM strategies, and support balance sheet optimization within the constraints of tax, capital, liquidity, accounting and reserving, for the Canadian and US Segments. Reporting to the...

  • Highly Skilled CNC Specialist for Knoll North America

    4 weeks ago

    Toronto, Ontario, Canada Knoll North America Corp. Full time

    Job Description:We are seeking a highly skilled Electro Mechanical CNC Specialist to join our team at Knoll North America Corp. in a dynamic and fast-paced environment.About the Role:This is a challenging opportunity for an experienced professional with a strong background in electro-mechanical engineering, CNC machines, and industrial equipment maintenance....

  • Treasurer, North America

    6 months ago

    Toronto, Canada Thales Full time

    Location: Toronto, Canada Thales 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....

  • Director of North America Operations

    7 days ago

    Toronto, Ontario, Canada LEON CYCLEManaging Director Full time

    Our company, Leon Cycle, is seeking an experienced leader to oversee our operations in North America. As a Managing Director, you will be responsible for driving business growth, managing sales and logistics, and leading a team of sales managers.About the RoleThe ideal candidate will have over 15 years of experience in senior management, with a proven track...

  • Business Development VP

    4 weeks ago

    Old Toronto, Canada Buckland Full time

    p>Who we are For over 70 years Buckland has been working to help companies across the world experience global trade in a better way. As a customer-focused company, Buckland provides customers with a single source of unmatched Customs Brokerage (Canadian, US, Mexican), Trade Managed Solutions, Freight Forwarding, Trade Technologies and...

  • Head, Regulatory Affairs, North America

    6 months ago

    Toronto, Canada PSI CRO Full time

    Company Description We’re over 2,700 strong across the globe. We’re scientists, strategists, creatives, and innovators. We value individual brilliance and build a strong foundation for Teamwork across all our business. We love the challenge of our industry. We’re changing lives and redefining success every step of the way. You are dynamic. You are...

  • E-Bike Sector Leader

    4 weeks ago

    Toronto, Ontario, Canada LEON CYCLEManaging Director Full time

    Position Title: E-Bike Sector Leader - North AmericaReports to: Founder & CEOLocation: Toronto, CanadaLeon Cycle Overview:As a leading manufacturer and seller of e-bikes through various channels, Leon Cycle has expanded its presence globally since 2014. Our mission is to design, manufacture, and sell high-quality e-bikes under our own brand NCM, catering to...

  • Senior Valuation Leader

    3 days ago

    Toronto, Ontario, Canada Selby Jennings Full time

    Company OverviewSelby Jennings is a leading financial services recruitment agency with a strong presence in the North American market.Salary and BenefitsThe estimated salary for this role is $180,000 - $250,000 per annum, depending on experience. The company offers a comprehensive benefits package, including health insurance, retirement plan, and paid time...