Director, Plan Sponsor Services
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Job Summary
The Director Sponsor Services is a strategic leadership role responsible for delivering exceptional service and operational outcomes for retirement plan sponsors advisors and kay market sources across Canada Retirement. This leader will oversee high-performing teams responsible for sponsor ongoing plan administration advisor support and operational service delivery while advancing our ambition to be the #1 provider for customers. The role offers a unique opportunity to influence customer experience drive large-scale transformation implement automation and AI-enabled solutions and shape the future of Retirement Operations. The successful candidate will gain exposure to executive leadership enterprise initiatives and meaningful opportunities to develop talent improve processes and contribute to business growth.
Position Responsibilities:
- Lead Sponsor Services teams responsible for plan administration sponsor servicing advisor support and operational execution across Canada Retirement.
- Drive service excellence operational performance customer satisfaction risk management and employee engagement through effective leadership and performance management.
- Partner with Distribution Product Technology Compliance Legal and Client Experience teams to develop and implement strategies that support growth retention and customer outcomes.
- Lead transformation initiatives focused on process optimization digital capabilities automation artificial intelligence adoption and continuous improvement.
- Manage complex client operational and regulatory issues ensuring effective governance risk mitigation and resolution of escalated matters.
- Establish and monitor operational metrics capacity plans and service standards to ensure business objectives are achieved while maintaining a customer-first focus.
- Build coach and develop high-performing leaders and teams while fostering a culture of innovation accountability inclusion and continuous learning.
- Represent Operations in strategic initiatives governance forums and enterprise projects providing operational expertise and influencing business decisions.
Required Qualifications:
- 10 years of progressive leadership experience within financial services retirement services operations client service or a related field.
- 5 years of people leadership experience leading multiple teams and managing managers.
- 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.
- Demonstrated experience leading operational excellence service delivery process improvement or business transformation initiatives.
- University degree in Business Finance Administration or a related discipline or an equivalent combination of education and experience.
- Strong knowledge of retirement products plan administration customer service operations and applicable regulatory requirements.
Preferred Qualifications:
- Experience leading large-scale operational transformation digital modernization or operating model change initiatives.
- Experience implementing automation workflow optimization or AI-enabled solutions to improve business outcomes.
- Retirement industry designations or advanced education in business leadership or financial services.
- Strong executive presence with proven ability to influence senior leaders and build effective cross-functional partnerships.
- Demonstrated success leading through ambiguity managing complex stakeholder relationships and driving measurable customer and business results.
When you join our team:
- 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.
- As part of our global team youll help shape the future of retirement operations customer experience and digital transformation.
- Youll have the opportunity to make a meaningful impact through leadership innovation and continuous improvement while working alongside talented colleagues committed to helping our customers live better lives.
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
Montreal QuebecWorking Arrangement
Salary range is expected to be between
$123100.00 CAD - $173100.00 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.
