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 chance 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.
• Robust 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.
• Solid 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:

• Well empower you to learn and grow the career you want.
• Well recognize and support you in a flexible setting where well-being and inclusion are more than just words.
• As part of our global team, youll help shape the future of retirement operations, customer experience, and digital transformation.
• Youll 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.

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, col