Director, Mass Markets

Manulife; Toronto; Hybrid; CAD 136,000 - 186,000; Full time

Job summary

Manulife is seeking a Director of Mass Markets to design the national advisor support strategy and future-state service model across Insurance and Guaranteed Wealth. This role spans business strategy, digital enablement and operations to create a scalable, low-touch to no-touch experience from case submission through inforce servicing.

As a senior contributor, you will partner with Sales, Delivery, Operations, Product, Digital and Risk to align governance, measure success and drive a

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.

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.

Skills

Financial services

Cross-functional leadership

Data-driven decision making

Executive communication

Education

Business degree

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.

#LI-HYBRID

The role being advertised is an existing vacancy.

Acerca de Manulife y John Hancock

Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com .

Manulife es un empleador que ofrece igualdad de oportunidades

En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a [e-mail] .

Referenced Salary Location

CAN, Ontario, Waterloo, 500 King Street North

Modalidades de Trabajo

Híbrido

Base salary range is expected to be between

$136,290.00 CAD - $186,290.00 CAD

Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual. El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación. Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a [e-mail] para conocer el rango salarial correspondiente a tu ubicación.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con [e-mail] para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

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