Director, Customer Identity & Digital Foundations
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Job Summary
Join our Digital Transformation and Customer Centricity team.
Manulife Financial Corporation is a leading international financial services provider helping people make their decisions easier Canada we are accelerating a more unified digital experience that makes it easier for customers advisors and partners to find access and manage their relationship with Manulife.
As Director Unified Digital Foundations you will report to the AVP Unified Digital team reporting into the VP Digital Transformation and Customer Centricity and lead the product strategy roadmap and execution for foundational identity and digital access capabilities across Canada Segment digital journeys.
This role is accountable for Manulife ID Enterprise ID and related customer identity capabilities that enable secure simple and connected digital experiences. You will translate the Unified Digital vision into clear requirementsdeliveryroadmaps cross-functional decisions and measurable outcomes including the identity and access requirements that support the new unified homepage experience.
The successful candidate will be a strong product and platform leader who canoperateacross business technology risk security privacy fraud operations design analytics marketing and Canada Segment teams to move strategy into execution with pace discipline and scale.
Position Responsibilities
Product Strategy and Roadmap
Define and own the vision strategy roadmap and success measures for Manulife ID Enterprise ID and unified digital foundations.
Translate the Unified Digital strategy into sequenced product priorities clear requirements investment inputs and delivery milestones.
Shape identity and access capabilities that enable one customer relationship improved product linking simplified onboarding and seamless movement across digital journeys.
Prioritize the roadmap using customer evidence data operational impact risk requirements delivery capacity and Canada Segment priorities.
Execution and Delivery
Lead delivery of customer identity journeys including registration sign-in authentication authorization account recovery profile data privacy and access support.
Feed identity and access requirements into the unified homepage and navigation workstreams ensuring foundations are practical scalable andlaunch-ready.
Drive sprint-level clarity across scope dependencies risks decision points and measurable outcomes.
Define OKRs and performance measures for adoption registration completionauthenticationsuccess customer effort operational efficiency and business impact.
Balance customer experience security privacy fraud prevention resiliency operational readiness and enterprise scalability.
Cross-Functional Leadership
Lead cross-functional forums and working groups to align business technology risk privacy security fraud legal operations and design partners on decisionsrequiredto move forward.
Prepare clear updates recommendations trade-offs and decision asks for steering committees and senior leadership forums.
Create transparency and accountability across teams bymaintainingclear roadmaps delivery plans governance routines and decision logs.
Coach product colleagues and strengthen product management discipline across the Unified Digital Foundations team.
Required Qualifications
10 years of experience in digital product management customer platforms identity or digital transformation.
Proven ability to translate strategy into roadmaps delivery plans and measurable outcomes.
Experience leading teams and complex cross-functional initiatives.
Strong understanding of customer identity digital access privacy and authentication.
Experience with identity modernization customer platforms or enterprise-scale digital capabilities.
Strong stakeholder leadership influence and decision-making skills.
Experience using agile delivery customer research analytics and data-driven decision-making.
Preferred Qualifications
Bachelors degree in business Marketing Commerce or related field is consideredan asset.
Financial services or regulated industry experience is an asset.
When you join our team:
As part of our global team well support you in shaping the future you want to see.
Well empower you to learn and grow the career you want.
Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.
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 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 .
Referenced Salary Location
Toronto OntarioWorking Arrangement
Salary range is expected to be between
$125100.00 CAD - $175100.00 CADEmployees 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 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. If you are applying for this role in the U.S. please contact for more information about U.S.-specific paid time off provisions.
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.
Required Experience:
Director
About Company
Manulife is a leading financial services group. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions.
