AVP, Operations Implementation and Innovation

Manulife Financial; Boston (MA); On-site; USD 153,000 - 284,000; Full time

Job summary

Manulife Financial is seeking a senior AVP of Implementation & Innovation to shape, operationalize, and accelerate the strategic agenda across Retail & Wealth Operations. This leader will translate enterprise strategy into scalable outcomes while embedding a culture of experimentation and data-driven decisions.

The role requires 15+ years in strategy, transformation, and operations leadership, with deep knowledge of wealth operations, risk, and regulatory frameworks, and a track record in

Qualifications

• 15+ years in strategy, transformation, or operations leadership.
• Knowledge of wealth and asset management operations, Fund operations, and regulatory frameworks across global jurisdictions.
• Expertise in program delivery, execution, and change enablement.
• Strong understanding of regulatory risk and control frameworks.
• Experience with digital transformation and driving operating model change with AI and low‑code toolkits.
• Strong verbal and written communication across a complex matrix organization.
• High adaptability and agility in fast-paced environments.
• Ability to translate ambiguous business problems into structured analysis and recommendations.

Responsibilities

• Act as strategic advisor to the Global Head of Retail & Wealth Operations and support prioritization and execution of the function’s agenda.
• Define and operationalize the strategic roadmap with OKRs and KPIs for Global Retail & Wealth Operations.
• Coordinate strategic initiatives across teams, geographies, and leadership forums.
• Champion a customer-first mindset to enhance client and advisor journeys.
• Oversee complex program delivery on time and budget; establish governance and frameworks.
• Embed risk, compliance, and control standards into transformation activities; ensure audit readiness.
• Identify and scale innovation opportunities; drive AI, automation, and digital capabilities.
• Design scalable operating models to improve service quality and productivity.

Skills

Strategy leadership

Transformation leadership

Operations leadership

Wealth/asset ops knowledge

Program delivery

Regulatory risk & control

Digital transformation & AI

Communication skills

Adaptability

Analytical problem-solving

Job description

Role Overview

The AVP, Implementation & Innovation is a senior leader responsible for shaping, operationalizing, and accelerating the strategic agenda across Retail & Wealth Operations. This role acts as a strategic integrator and execution catalyst, translating enterprise and functional strategy into impactful, scalable outcomes, while embedding a culture of innovation, continuous improvement, and data-driven decision-making.

Key Accountabilities

Strategy Development & Execution

• Act as a strategic advisor to the Global Head of Retail & Wealth Operations, supporting prioritization, sequencing, and execution of the function’s strategic agenda.
• Define and operationalize the strategic roadmap aligned with business priorities for the Global Retail and Wealth Operations organization, including development of key OKRs and KPIs
• Provide end-to-end coordination of strategic initiatives, ensuring alignment across teams, geographies, and leadership forums.
• Champion a customer-first mindset, ensuring initiatives enhance the client and advisor journey.

Program Delivery & Implementation

• Oversee complex program delivery, ensuring delivery on time and on budget.
• Establish governance and delivery frameworks that embed accountability and measurement and remove barriers to execution
• Embed Manulife’s risk, compliance, and control standards into all transformation activities, ensuring audit readiness and regulatory alignment
• Oversee testing, readiness, and post-implementation controls to safeguard operational integrity.

Innovation & Transformation Leadership

• Identify and scale innovation opportunities
• Drive AI, automation, and digital capabilities
• Partner across teams to industrialize solutions
• Foster experimentation and agility

Operating Model & Capability Evolution

• Design scalable operating models that seek to continuously improve service quality and improve productivity, keeping Manulife John Hancock customers at the forecront.
• Enhance data, analytics, and automation
• Lead and develop high performing teams by fostering a culture of inclusion, accountability, collaboration, constructive challenge, and continuous improvement.

Executive Advisory & Stakeholder Management

• Act as trusted advisor to Global Retail and Wealth Operations leadership and key stakeholders.
• Prepare and deliver executive-level materials including board-ready presentations, strategy updates, and transformation reporting Drive cross-functional alignment and leverage data to influence decisions
• Own management reporting, including dashboards, performance insights, and progress tracking across the function.

Key Qualifications & Experience

• 15+ years in strategy, transformation, or operations leadership
• Knowledge of wealth and asset management operations, Fund operations, and regulatory frameworks across global jurisdictions
• Expertise in program delivery, execution, and change enablement
• Strong understanding of regulatory risk and control frameworks
• Experience with digital transformation and driving operating model change with AI and low code toolkits
• Strong verbal and written communication with the ability to effectively articulate and communicate vision, possibilities and outcomes across all levels in a complex matrix organization.
• Strong adaptability and agility; able to reprioritize effectively in fast‑moving environments.
• Ability to translate ambiguous business problems into structured analysis and recommendations.

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.

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. To request a reasonable accommodation in the application process, contact [e-mail].

Referenced Salary Location

Boston, Massachusetts

Working Arrangement

Hybrid

Salary range is expected to be between

$152,900.00 USD - $283,800.00 USD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual 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/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.

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.

Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify

Company: John Hancock Life Insurance Company (U.S.A.)