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 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**
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.

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.
**Giới thiệu về Manulife và John Hancock**
Tập đoàn Manulife Financial là nhà cung cấp dịch vụ tài chính quốc tế hàng đầu giúp mọi người quyết định dễ dàng hơn và có cuộc sống vẹn toàn hơn. Để tìm hiểu thêm về chúng tôi, hãy truy cập
https://www.manulife.com.vn/ .
**Manulife là Nhà sử dụng lao động không phân biệt đối xử**
Tại Manulife/John Hancock, chúng tôi luôn đón nhận sự đa dạng.

Chúng ta cố gắng thu hút, phát triển và duy trì lực lượng lao động đa dạng tương tự như những khách hàng mà chúng ta phục vụ, đồng thời thúc đẩy một môi trường làm việc hòa nhập, đề cao thế mạnh của từng nền văn hóa và cá nhân.

Chúng ta cam kết tuyển dụng, duy trì, thăng tiến và trả lương một cách công bằng.



Đồng thời, chúng ta quản lý tất cả các hoạt động và chương trình của mình mà không phân biệt đối xử dựa trên chủng tộc, dòng họ, xuất thân, màu da, nguồn gốc dân tộc, quyền công dân, tôn giáo hoặc tín ngưỡng tôn giáo, đức tin, giới tính (bao gồm phụ nữ mang thai và các tình trạng liên quan đến mang thai), xu hướng tính dục, đặc điểm di truyền, tình trạng cựu chiến binh, bản dạng giới, biểu hiện giới, tuổi tác, tình trạng hôn nhân, tình trạng gia đình, khuyết tật hoặc bất kỳ căn cứ nào khác được pháp luật hiện hành bảo vệ.
Ưu tiên của chúng ta là loại bỏ các rào cản để đem lại cơ hội tiếp cận việc làm bình đẳng. Đại diện Bộ phận Nhân sự sẽ làm việc với những ứng viên có yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển. Tất cả thông tin được chia sẻ trong quá trình yêu cầu điều chỉnh sẽ được lưu trữ và sử dụng tuân theo pháp luật hiện hành và chính sách của Manulife/John Hancock. Để yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển, hãy liên hệ với
[email protected] .
**Referenced Salary Location**
Montreal, Quebec
**Working Arrangement**
Kết hợp
**Salary range is expected to be between**
$88,800.00 CAD - $138,800.00 CAD
Employees also have the chance 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
[email protected]
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
[email protected]
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 (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .

📌 Operations Manager, Group Retirement Plans, Canada Retirement (Halifax Regional Municipality)
🏢 Manulife
📍 Halifax Regional Municipality