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 team’s 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 robust 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 robust 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**
Bachelor’s 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.

Robust communication and stakeholder management skills, with the ability to manage escalations and build credibility across teams.

The role being advertised is an existing vacancy.
**Acerca de Manulife y John Hancock**
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor.

Para obtener más información acerca de nosotros, visite
http://www.manulife.com .
**Manulife es un empleador que ofrece igualdad de oportunidades**
En Manulife/John Hancock, valoramos nuestra diversidad.

Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas.

Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza,



ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo.

Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud.

Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes.

Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a
[email protected] .
**Referenced Salary Location**
Montreal, Quebec
**Modalidades de Trabajo**
Híbrido
**Salary range is expected to be between**
$88,800.00 CAD - $138,800.00 CAD
Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual.

El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación.

Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a
[email protected]
para conocer el rango salarial correspondiente a tu ubicación.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar.

También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera.

Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria.

Si se está postulando para este puesto en los EE. UU., póngase en contacto con
[email protected]
para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

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 (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .

📌 Operations Manager, Group Retirement Plans, Canada Retirement (Montreal)
🏢 Manulife
📍 Montreal