Operations Manager, Group Retirement Plans, Canada Retirement

Sponsor Services Operations Manager Group Retirement Plans leads the day-to-day service and operational performance of the Canada Retirement Group Plans function. This role provides leadership to Client Account Representatives and Service Advisors who support plan sponsors advisors and internal partners in a business-to-business service model. The successful candidate will bring strong people leadership a disciplined approach to performance management and a proven ability to improve processes strengthen service delivery and drive operational results. The role is accountable for team effectiveness operational excellence KPI performance and risk and compliance activities that support a well-managed and client-focused operation.

Position Responsibilities:

Operational Excellence

• Oversee daily operations for the Group Retirement Plans service function with accountability for service delivery quality turnaround times and overall operational effectiveness.
• Lead process improvement efforts by identifying inefficiencies analyzing root causes and implementing practical solutions that improve service productivity quality and consistency.
• Use continuous improvement methods to simplify operations reduce risk and improve sponsor and advisor experience.
• Standardize procedures maintain clear documentation and support execution of operational priorities in alignment with business goals.

People Leadership

• Lead and develop a team of Client Account Representatives and Service Advisors including hiring onboarding coaching performance management and development planning.
• Set clear expectations and create a high-accountability team environment focused on client service operational discipline and continuous improvement.
• Support employee engagement and capability building to strengthen the teams ability to manage business-to-business client relationships effectively.

Performance Management and KPI Delivery

• Own and manage key performance indicators for the function including service levels quality productivity timeliness and client experience measures.
• Monitor results identify performance trends and take timely action to address gaps improve outcomes and deliver on business commitments.
• Provide regular reporting and business insights to leadership to support decision-making prioritization and resource planning.

Client and Stakeholder Management

• Support strong business-to-business relationships with plan sponsors advisors and internal partners through effective service delivery and issue resolution.
• Work closely with internal stakeholders to align service execution resolve escalations and improve the overall client experience.

Risk Compliance and Controls

• Lead risk and compliance activities for the function including control adherence issue identification remediation support and audit readiness.
• Maintain a strong control environment by reinforcing policies procedures and regulatory requirements across the team.
• Partner with internal stakeholders on risk compliance and governance matters to keep the function compliant and well managed.

Required Qualifications:

Education

• Bachelors degree in business finance operations or a related field or equivalent work experience.
• 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.
• Formal training or certification in people leadership operations continuous improvement or risk management is an asset.
• Project management certification such as PMP or equivalent is considered an asset but is not required.

Experience

• 5 years of experience in operations client service management.
• Proven experience leading people in a service or operations environment including performance management coaching and team development.
• Experience managing service performance and operational KPIs in a high-volume client-facing function.
• Demonstrated success leading process improvement initiatives including workflow redesign standardization and service efficiency improvements.
• Working knowledge of risk compliance and control requirements within a regulated financial services environment.

Skills Required

• Strong people-leadership skills including coaching development performance management and team engagement.
• Strong operational management capability with the ability to manage workflows prioritize effectively and improve service delivery.
• Strong process improvement skillset including root cause analysis process mapping standardization and continuous improvement methods.
• Ability to manage and interpret KPIs identify trends and translate data into actions that improve results.
• Strong communication and stakeholder management skills with the ability to manage escalations and build credibility across teams.

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

Salary range is expected to be between

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 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.