The Director, Sponsor Services is a strategic leadership role responsible for delivering exceptional service and operational outcomes for retirement plan sponsors, advisors, and kay market sources across Canada Retirement.

This leader will oversee high-performing teams responsible for sponsor ongoing plan administration, advisor support, and operational service delivery while advancing our ambition to be the #1 provider for customers.

The role offers a unique opportunity to influence customer experience, drive large-scale transformation, implement automation and AI-enabled solutions, and shape the future of Retirement Operations.

The successful candidate will gain exposure to executive leadership, enterprise initiatives, and meaningful opportunities to develop talent, improve processes, and contribute to business growth.
**Position Responsibilities:**
Lead Sponsor Services teams responsible for plan administration, sponsor servicing, advisor support, and operational execution across Canada Retirement.

Drive service excellence, operational performance, customer satisfaction, risk management, and employee engagement through effective leadership and performance management.

Partner with Distribution, Product, Technology, Compliance, Legal, and Client Experience teams to develop and implement strategies that support growth, retention, and customer outcomes.

Lead transformation initiatives focused on process optimization, digital capabilities, automation, artificial intelligence adoption, and continuous improvement.

Manage complex client, operational, and regulatory issues, ensuring effective governance, risk mitigation, and resolution of escalated matters.

Establish and monitor operational metrics, capacity plans, and service standards to ensure business objectives are achieved while maintaining a customer-first focus.

Build, coach, and develop high-performing leaders and teams while fostering a culture of innovation, accountability, inclusion, and continuous learning.

Represent Operations in strategic initiatives, governance forums, and enterprise projects, providing operational expertise and influencing business decisions.
**Required Qualifications:**
10+ years of progressive leadership experience within financial services, retirement services, operations, client service, or a related field.
5+ years of people leadership experience leading multiple teams and managing managers.

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.

Demonstrated experience leading operational excellence, service delivery, process improvement, or business transformation initiatives.

University degree in Business, Finance, Administration, or a related discipline, or an equivalent combination of education and experience.





Strong knowledge of retirement products, plan administration, customer service operations, and applicable regulatory requirements.
**Preferred Qualifications:**
Experience leading large-scale operational transformation, digital modernization, or operating model change initiatives.

Experience implementing automation, workflow optimization, or AI-enabled solutions to improve business outcomes.

Retirement industry designations or advanced education in business, leadership, or financial services.

Strong executive presence with proven ability to influence senior leaders and build effective cross-functional partnerships.

Demonstrated success leading through ambiguity, managing complex stakeholder relationships, and driving measurable customer and business results.
**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 versatile environment where well-being and inclusion are more than just words.

As part of our global team, you'll help shape the future of retirement operations, customer experience, and digital transformation.

You'll have the opportunity to make a meaningful impact through leadership, innovation, and continuous improvement while working alongside talented colleagues committed to helping our customers live better lives.

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**
$123,100.00 CAD - $173,100.00 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) .

📌 Director, Plan Sponsor Services (Waterloo)
🏢 Manulife
📍 Waterloo