Director, Mass Markets

Company 1 - The Manufacturers Life Insurance Company; Southwestern Ontario; Hybrid; CAD 136,000 - 186,000; Full time

Benefits offered by this job

Health, dental and vision coverage

Short- and long-term disability

Life and AD&D insurance

Employee/family assistance plans

Pension and global share ownership

Job summary

Manulife/John Hancock seeks a Director, Mass Markets to design a national advisor support strategy across Insurance and Guaranteed Wealth. You will create an integrated operating model for the advisor journey, defining standards, ownership, hand-offs and success metrics.

The role requires extensive experience shaping large-scale service transformations, data-driven decisions, and collaboration with senior leaders across multiple functions. Hybrid work arrangement in Canada is expected.

Qualifications

• 10+ years in financial services or related field with progressively senior responsibilities.
• Experience leading complex, cross-functional service model design or transformation initiatives.
• Strong knowledge of Insurance and Guaranteed Wealth products and advisor servicing ecosystems.

Responsibilities

• Lead the design of the national Mass Markets advisor support strategy and future-state service model across Insurance and Guaranteed Wealth.
• Create an integrated target operating model across the advisor journey with clear service standards and ownership.
• Influence cross-functional partners and senior leaders to align priorities, governance, and escalation frameworks.

Skills

Leadership

Cross-functional collaboration

Strategic thinking

Data-driven decisions

Education

Post-secondary degree in business or related discipline

Job description

The Director, Mass Markets is a senior individual contributor responsible for designing the national strategy and future-state service model for mass market advisor support across Insurance and Guaranteed Wealth. This role brings together business strategy, advisor experience, digital enablement and operational expertise to create a coordinated, scalable experience for low-touch and no-touch business from case submission through inforce servicing. Working across Sales, Delivery, Relationship Management, Operations, Product, Digital, Technology, Risk, Compliance and the Contact Centre, the Director will build alignment on service pathways, accountabilities, hand-offs and measures of success. This is an opportunity to shape a high-impact transformation, influence enterprise partners and deliver practical recommendations that improve advisor experience, enable growth and reduce avoidable demand.

Position Responsibilities

Lead the design of the national Mass Markets advisor support strategy and future-state service model across Insurance and Guaranteed Wealth. Create an integrated target operating model across the advisor journey, with clear service standards, channel strategies, ownership, hand-offs, escalation paths and success measures. Use advisor feedback, demand patterns, service data and operational insights to identify gaps, simplify processes, improve first-contact resolution and develop decision-ready recommendations and business cases. Advance digital-first support through self-service, automation, proactive communications and intelligent routing, while preserving human support when value, complexity or risk warrants intervention. Influence cross-functional partners and senior leaders to align priorities, establish governance, manage risk and transition approved model components to the functions best positioned to own and sustain them. Establish governance, performance measures and escalation frameworks that support operational readiness, manage risk and ensure the future-state model delivers measurable business and advisor outcomes.

Required Qualifications

10 years of relevant, progressively senior experience in financial services, insurance, wealth, operations, distribution support, relationship management or a related field. Proven experience leading complex, cross-functional service model design, operating model development or transformation initiatives in a customer‑centric environment. Strong knowledge of Insurance and Guaranteed Wealth products, distribution models, advisor servicing ecosystems and operational processes. Demonstrated ability to use data and operational insights, influence without authority, build stakeholder alignment and translate strategy into actionable roadmaps, recommendations and measurable outcomes.

Preferred Qualifications

Post‑secondary degree in business or a related discipline, or equivalent relevant experience; an advanced degree is an asset. Experience developing future‑state strategies and transitioning approved designs to accountable business owners. Strong understanding of independent advisors, national accounts and distribution back‑office partners. Experience leading digital adoption, continuous improvement, automation or organizational change. Excellent executive communication, negotiation and relationship‑building skills, with sound judgment in managing ambiguity, competing priorities and high‑impact issues. Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

When you join our team

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.

If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

#LI-HYBRID The role being advertised is an existing vacancy.

About Manulife and John Hancock

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.

Referenced Salary Location CAN, Ontario, Waterloo, 500 King Street North

Working Arrangement Hybrid

Base salary range is expected to be between $136,290.00 CAD - $186,290.00 CAD Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual base salary will vary depending on local market conditions, geography and relevant job‑related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location.

• 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.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.

Recent awards

• 2026 Gallup Exceptional Workplace Award Winner
• Manulife Named one of Forbes World’s Best Employers 2025
• Financial Times World’s Best Employers Asia‑Pacific 2026
• We’ve been recognized as one of Canada’s Top 100 Employers 2026
• #1 Life Insurer for AI Maturity by Evident 2026

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