Manager Operations

Are you ready for an exciting opportunity to lead and inspire a large geographically diverse absence management operation? We are looking for a dynamic Manager, Retail and Affinity Disability Operations to drive strategic priorities, exceed service and outcome metrics, and foster a culture of excellence and engagement. You will also play a pivotal role in identifying and managing risks to ensure sustainable growth and operational success.

Our Retail and Affinity Disability Operations teams support our customers and their advisors through the administration and strategic case management of their Disability Insurance products. This work includes helping our customers along their health recovery journey.

Key Responsibilities:

• Utilize data-driven insights and reporting tools to guide business decisions and outcomes, ensuring that objectives are consistently met.

• Proactively identify, assess, and mitigate risks to safeguard operational integrity and enhance decision-making across teams.

• Cultivate a high-performing team by embodying our core values and fostering an environment of engagement and innovation. You will ignite passion and drive within your team, steering them towards unparalleled achievements.

• Oversee and refine our daily operations with a keen eye on effective absence management practices, ensuring we deliver nothing short of service excellence.

• Strategically manage budgets, expenses, and headcount to optimize resources, ensuring our financial health is robust and sustainable.

• Build and nurture strong relationships with clients and advisors through proactive communication and compelling presentations, ensuring that we not only meet but exceed service expectations.

• Work together with internal teams, clients, and stakeholders to resolve challenges and drive collective success. Your collaborative spirit will unify efforts and amplify our achievements.

• Champion a diverse, equitable, and inclusive office culture that celebrates different perspectives and backgrounds. Your advocacy will create a vibrant and welcoming workplace where everyone thrives.

What We are Looking For:

• You have 5+ years of experience in absence or disability management leadership.

• A University degree and/or certification in a relevant field.

• Deep knowledge of disability products, processes, and best practices.

• Expertise in coaching, mentoring, and developing talent.

• 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.​

Preferred Skills:

• You have a proven track record of inspiring teams and fostering a culture of commitment and excellence.

• You see change as an opportunity and can effectively lead others through transitions.

• Your keen ability to identify and manage risks ensures the stability and growth of operations.

• Your exceptional customer service skills help you find strategic, creative solutions to unique challenges.

• You possess strong influencing and negotiation skills, with the ability to achieve consensus.

• You bring excellent knowledge of disability management processes and procedures.

• You can translate complex data into actionable strategies with ease.

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.

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 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 hr@manulife.com.

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 hr@manulife.com 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 hr@manulife.com 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.