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The role is accountable for the strategic leadership of the Retirement Operations Services within Manulife Business Processing Services (“MBPS”) for a growing team covering Member/Participant Processing. The role will report locally to MBPS management and report functionally to the Global Heads of Retirement Operations for GWAM.

The Retirement Operations Director is expected to work closely with the global functional leaders to support both the day-to-day processing and transformation of our function.  Global Retirement Ops has kicked off a multi-year transformation journey to drive digitization, automation, and increase straight through put processing and leverage our global hub for more end-to-end functions. 

Position Description:

• Lead the day-to-day business relationships and oversee services, with a strong track record in global cross-functional collaboration.
• Quickly escalate and resolve operational service issues to maintain seamless service delivery.
• Integrate work across teams, ensuring output meets service level agreements and exceeds quality standards.
• Developing and executing procedures and policies, ensuring proper implementation by subordinate teams.
• Enhance service capability by leveraging expertise in investment products and operational excellence, and support key transformation strategies.
• Build credibility and professional relationships with business partners and customers, ensuring customer-centered outcomes.
• Manage and develop team capabilities, including hiring, performance management, and adherence to governance and operating standards.​

Position Qualifications

• 8+ years of relevant experience in Retirement Operations and/or Wealth Management working in a broad Matrix organization (Finance/Banking/Shared Services/BPO and alike) listening and using influence to make an impact
• Strong people management experience (5+ years) at a senior manager or director level to lead, manage and develop professional staff.
• Experience working across multiple geographies and time zones. Strong interpersonal skills and ability to work effectively across cultures, geographies and senior leadership.
• Experience in leading client services and problem resolutions
• High analytical and problem-solving skills with demonstrated ability to work with complex financial issues and concepts.
• Ability to anticipate issues and think proactively to resolve issues and risk.

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.

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 [email protected].