Advisor Experience & Inforce Service Transformation Lead

Manulife group; Halifax; Hybrid; CAD 80,000 - 130,000; Full time

Benefits offered by this job

Health benefits

Pension and retirement plans

Paid time off

Job summary

Manulife invites an experienced leader to oversee a hybrid role focused on Advisor Experience and Inforce Service Innovation. You will drive the post-funding service model, portfolio surveillance, and advisor/customer excellence while coordinating governance, automation, and analytics initiatives across a cross-functional team.

Position requires strong people leadership, extensive knowledge of lending/post-funding servicing, and proficiency with Power BI/Power Apps.

Qualifications

• Proven people leadership experience, coaching, performance management, and leading teams through change.
• Strong lending and post-funding servicing experience with portfolio administration, risk controls, and advisor/customer service delivery.
• Demonstrated success leading end-to-end process improvement and service transformation initiatives that simplify workflows and strengthen controls.
• Proficiency with Power BI and Power Apps to translate business needs into reporting and workflow solutions.
• Bilingualism in English and French is an asset; required proficiency if based in Québec.

Responsibilities

• Set and execute the future-state post-funding strategy balancing scalability, simplification, service excellence, and consistency for advisor and customer experiences.
• Lead workflow redesign and cross-functional change initiatives to reduce manual effort and improve service delivery.
• Prioritize AI, automation, and technology investments to improve productivity, quality, capacity, and resilience.
• Manage capacity, workload distribution, and issue resolution across the post-funding service function.
• Define and maintain reporting and performance dashboards to support oversight and decision making.

Skills

People leadership

Change management

AI adoption

Workflow redesign

Financial services knowledge

Tools

Power BI

Power Apps

Job description

Manulife invites an experienced leader to oversee a hybrid role focused on Advisor Experience and Inforce Service Innovation. You will drive the post-funding service model, portfolio surveillance, and advisor/customer excellence while coordinating governance, automation, and analytics initiatives across a cross-functional team.

Position requires strong people leadership, extensive knowledge of lending/post-funding servicing, and proficiency with Power BI/Power Apps.