Head of Member Processing & US Oversight

Head of Member Processing and US Retirement Oversight, is accountable for exceptional service delivery across member processing and all service lines in the US. We deliver more than 3,000,000 member transactions each year – timeliness and accuracy are a must!

This role requires a collaborative and transparent leader with a strong operational processing background, who can inspire and influence large teams to embrace and seek changes, engage stakeholders effectively, enhance operational efficiency and mitigate risk while maintaining or exceeding SLAs in a dynamic, high growth environment and delivering measurable outcomes aligned with our customer commitments. The role also partners closely with the Retirement Operations Transformation team to drive strategic initiatives and operational excellence.

Additionally, the position has oversight of more than 1,400 employees supporting US Retirement Services. The role requires working very closely with the peers on the delivery of the service strategy and building out the future digital strategy. They need to deliver an unbeatable customer experience consistently across the US. Leveraging deep customer insights and well-developed business unit acumen, this leader will oversee:

• Sponsor & Advisor Services for US Retirement: This function streamlines plan administration and enhance service delivery across our ecosystem. This team oversees the onboarding and ongoing support of thousands of plans, ensuring smooth coordination with TPAs, Advisors, Market Sources, and Sponsors. It also manages the accurate and timely execution of payroll-related financial transactions and recordkeeping.

• Sponsor Support: US Compliance services of the plan for our sponsors to ensure we remain compliant with industry regulation. Support Taft Hartley and DB segments in the US.

Key Accountabilities:

• Lead the member processing team and oversee US Retirement Services to deliver consistent, high-quality service across Canada, the US, and global locations.

• Drive transformation initiatives focused on automation, digitization, and straight-through processing to enhance cost-to-serve and customer experience.

• Build and maintain strong relationships with key customers and distribution partners add value to both customer retention and business growth.

• Collaborate with strategic partners to drive the execution of key transformation initiatives, including process optimization, automation, and technology integration by leading cross-functional efforts to embed emerging technologies (such as Agentic AI, low code tools & data driven solutions.) into the ecosystem.

• Collaborate with the business and other Operations leaders to determine specific SLAs.

• Champion a culture of continuous improvement, operational excellence, and risk management across the teams.

• Act as a thought leader in operations, leveraging data and analytics to drive performance and decision-making.

• Lead talent development and engagement efforts to build high-performing teams through periods of significant change.

• Own and collaborate on budgets, cost optimization, and productivity metrics to deliver value to the business.

Qualifications :

• Previous US specific background and expertise in Retirement Recordkeeping, with core focus on Member Processing and Taft Hartley plans.

• 15+ years of experience leading Operations teams, demonstrating best in class service delivery and top quartile engagement scores.

• Customer focused operator who is a change agent, so they always keep the customer and strategy in mind when designing a solution.

• Ability to inspire and motivate a large team, recruiting, retaining and growing top talent for the benefit of the entire organization.

• Lead large scale, complex and fast paced operations, including significant change management experience.

• Ability to work effectively within a matrixed, geographically dispersed team, leverage knowledge across the organization and within a global workforce.

• A doer with entrepreneurial attitude and passion for innovative work that drives results.

• Strong leadership skills with the ability to motivate and influence leaders at all levels.

• Resilient delivery mind-set with a strong execution focus.

• Strong verbal and written communication skills and interpersonal skills needed to effectively build relationships and communicate with Executives, internals stakeholders, and customers.

• Strong financial acumen with demonstrated experience in managing business risk and profitability.

• Outstanding ability to break down complex cases, recommend and implement a solution.

• Experience of large-scale process re-engineering, moving from paper, email and fax to digital straight through processing complimented by market differentiating proposition.

• Flexible, steady under pressure, and willing to switch gears quickly.

• Strong curiosity and desire to make the complex clear and to always ask “why”.

• Strong focus on risk management.

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 recruitment@manulife.com.

Referenced Salary Location

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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.

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