Mass Markets Strategy Director – Advisor Experience

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

Job summary

Manulife is seeking a Director, Mass Markets in Canada to design the national advisor support strategy across Insurance and Guaranteed Wealth. The role creates a scalable experience for low-touch and no-touch cases from submission through inforce servicing, collaborating with Sales, Delivery, Operations, Product, Digital and more.

The winner will build governance, performance measures and an operating model, leveraging data to drive measurable advisor outcomes and reduce avoidable demand while

Qualifications

• 10+ years of senior experience in financial services, insurance, wealth, operations, or related field.
• Proven experience leading complex cross-functional service model design or transformation.
• 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.
• Create an integrated target operating model across the advisor journey with clear service standards and ownership.
• Use data and feedback to identify gaps, simplify processes and develop actionable roadmaps.
• Advance digital-first support through self-service and automation while preserving human support where needed.
• Influence cross-functional partners and senior leaders to align priorities and governance.
• Establish governance, performance measures and escalation frameworks for the future-state model.

Skills

Strategic leadership

Cross-functional collaboration

Data-driven decision making

Change management

Education

Post-secondary degree in business or related discipline

Advanced degree (asset)

Job description

Manulife is seeking a Director, Mass Markets in Canada to design the national advisor support strategy across Insurance and Guaranteed Wealth. The role creates a scalable experience for low-touch and no-touch cases from submission through inforce servicing, collaborating with Sales, Delivery, Operations, Product, Digital and more.

The winner will build governance, performance measures and an operating model, leveraging data to drive measurable advisor outcomes and reduce avoidable demand while