What are the responsibilities and job description for the Director, Retirement Operations position at Manulife?
The Director of Retirement Operations is a strategic leader that will apply their knowledge, experience, and understanding of U.S. retirement regulations, products, systems, operational onboarding and ongoing service process to support and deliver a best-in-class customer experience. The Director is accountable for leading and managing all functions of B2B/B2C customer experience, internal service delivery management, managing daily risk and controls, and driving employee engagement.
This role represents an opportunity to be at the forefront of transformation, innovation, and service excellence for our U.S. Retirement business within the Global Wealth and Asset Management (GWAM) segment. You will help to shape a new retirement recordkeeping and trust operations ecosystem including the complimentary tenets of people, process, technology and data. You will be instrumental in developing a new culture focused on efficiently servicing, transforming and growing our U.S. Retirement business, while maintaining our reputation for service excellence.
This is a Hybrid opportunity (Tues, Wed, Thurs in office) within our Boston, Toronto, or Montreal office locations.
Note: We are hiring for two available positions.
Position Responsibilities
Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.
Manulife is an Equal Opportunity Employer
At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a 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 to provide equal 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 with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.
Working Arrangement
Hybrid
Salary & Benefits
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. Please contact recruitment@manulife.com for additional information.
Manulife/John Hancock 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/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.
Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify I Pay Transparency
Company: John Hancock Life Insurance Company (U.S.A.)
This role represents an opportunity to be at the forefront of transformation, innovation, and service excellence for our U.S. Retirement business within the Global Wealth and Asset Management (GWAM) segment. You will help to shape a new retirement recordkeeping and trust operations ecosystem including the complimentary tenets of people, process, technology and data. You will be instrumental in developing a new culture focused on efficiently servicing, transforming and growing our U.S. Retirement business, while maintaining our reputation for service excellence.
This is a Hybrid opportunity (Tues, Wed, Thurs in office) within our Boston, Toronto, or Montreal office locations.
Note: We are hiring for two available positions.
Position Responsibilities
- Strategic Leadership: Develop and execute operational strategies that align with the products vision and goals, ensuring seamless integration and adoption of new features and capabilities.
- Team Management:
- Lead, mentor, and inspire a diverse team across multiple operations functions, fostering a collaborative and high-performance culture.
- Lead teams positively through transformative change in an agile manner, ensuring high level of employee engagement.
- Execute dynamic service management of teams with more than one function.
- Process Optimization: Identify and implement process improvements to enhance efficiency, productivity, and quality of service delivery.
- Stakeholder Engagement: Build and maintain strong relationships with internal and external stakeholders, ensuring clear communication and alignment on project objectives.
- Performance Monitoring: Measure key performance indicators (KPIs) and metrics to monitor and evaluate the success of operations and new feature implementations.
- Resource Allocation: Manage resource planning and allocation to ensure optimal utilization of personnel, budget, and technology.
- Risk Management: Identify potential risks and develop mitigation strategies to ensure smooth operations and minimize disruptions.
- Innovation and Growth: Drive innovation by staying updated on industry trends and emerging technologies and integrating them into the startup's operations.
- Customer Experience: Ensure that the digital experience meets customer expectations and enhances user satisfaction through continuous feedback and improvement.
- Compliance and Governance: Ensure all operations adhere to regulatory requirements and industry standards, maintaining high levels of compliance and governance.
- Decision Authorities: Manage project budgets.
- 4-7 years management experience; demonstrated leadership ability and presence.
- 5-10 years industry experience.
- Bachelor's Degree Required.
- Firm understanding of U.S. Retirement marketplace and Plan Provider Services including recordkeeping, trust operations, and the surrounding ecosystem (Advisor, Sponsor, Participant, and TPA channels – digital, web, mobile).
- Expertise in one or more of the following end-to-end processes:
- Presales through sold business, plan onboarding, participant enrollment, payroll and eligibility services, money in motion, distribution processing, plan compliance services, workflow, policies, and global cash and trade reconciliation.
- Flexibility, adaptability, agility – the capability to innovate and evolve while working through ambiguities associated with new processes, new systems, and new products.
- Track record of influencing and negotiating best practice acceptance and adherence by plan sponsors.
- Excellent customer service and communication skills (verbal and written).
- Ability to build and maintain relationships, develop partnerships, and gain consensus while focusing on professionalism.
- Expert problem solving, analytical, judgment, and decision-making skills.
- Demonstrated passion for providing client centric solutions.
- Ability to manage and implement complex projects.
- Strong risk assessment skills and attention to detail.
- Experience working with the FIS Omni Recordkeeping Platform including the B2B and B2C scope of services is highly desirable.
- We’ll empower you to learn and grow the career you want.
- We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
- As part of our global team, we’ll support you in shaping the future you want to see.
Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.
Manulife is an Equal Opportunity Employer
At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a 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 to provide equal 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 with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.
Working Arrangement
Hybrid
Salary & Benefits
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. Please contact recruitment@manulife.com for additional information.
Manulife/John Hancock 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/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.
Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify I Pay Transparency
Company: John Hancock Life Insurance Company (U.S.A.)
