Manager, Advisor Experience & Inforce Service Innovation

The Manager, Advisor Experience & Inforce Service Innovation defines and executes Specialized Lending’s post-funding service model. The role leads portfolio servicing and surveillance, advisor and customer experience, governance, workflow optimization, AI-enabled transformation, and continuous improvement.

Accountable for current performance and future-state design, the role establishes service standards, improves productivity and controls, reduces manual effort, and builds scalable capabilities in automation and artificial intelligence.

Role Purpose

To deliver a scalable, technology-enabled post-funding service model that strengthens controls, increases productivity, enables innovation, and improves advisor and customer experience.

Strategic Mandate

The Manager is accountable for:

Post-Funding Advisor & Customer Experience

Providing leadership and oversight for:

- Annual portfolio surveillance and maintenance
- Fee and post-funding account administration
- Advisor and customer servicing

Advisor Experience Excellence

Serving as the functional owner for:

- End-to-end, advisor-centred workflow design
- Service capacity and workforce effectiveness
- Service levels, standards, and governance

Owning the Specialized Lending Advisor Experience transformation roadmap through:

- AI adoption and automation
- Workflow digitization and technology enablement
- Advisor, service, and productivity analytics
- Reporting transformation

Leading:

- Process and service-model redesign
- New ways of working and cross-functional workflow integration
- Capacity strategy and change management
- Transformation program execution

Key Accountabilities and Role Expectations

Advisor Experience Strategy & Transformation — 40%

- Set and execute the future-state post-funding strategy, balancing scalability, simplification, service excellence, and consistent advisor and customer experiences.
- Lead workflow redesign and cross-functional change initiatives that reduce manual effort and improve service delivery.
- Prioritize AI, automation, and technology investments that improve productivity, quality, capacity, and resilience.
- Align business, technology, process, and change-management priorities with cross-functional partners.
- Maintain transformation roadmaps, adoption plans, and benefits tracking to deliver measurable outcomes.

Post-Funding Advisor & Customer Service — 30%

- Oversee portfolio surveillance, maintenance, account and fee administration, money movement, and related advisor and customer support.
- Ensure work is completed within established service expectations, quality standards, risk tolerances, and business priorities.
- Manage capacity, workload distribution, prioritization, and issue resolution across the post-funding service function.
- Ensure consistent portfolio stewardship and strong advisor, customer, and business-partner outcomes.
- Provide coaching, direction, and service leadership to build a high-performing, advisor-focused, and future-ready team.

Service Ownership & Governance — 20%

Own and maintain the service standards, process documentation, controls, and governance routines required to support consistent, compliant, risk-aware, and advisor-centred execution across post-funding services.

- Establish and manage ownership for key post-funding service activities, including standards, procedures, decision authorities, escalation paths, and control expectations.
- Ensure services are aligned with applicable risk, compliance, governance, audit, and control requirements.
- Identify control gaps, service inconsistencies, and risk themes, and lead remediation or improvement activities.
- Promote disciplined execution through clear operating routines, quality monitoring, issue tracking, and continuous improvement practices.

Business Reporting & Performance Management — 10%

- Define and maintain Advisor Experience and service reporting, performance indicators, dashboards, and management insights that support business oversight and decision making.
- Monitor Advisor Experience outcomes, service levels, capacity, quality, productivity, volumes, trends, and emerging service or control risks.
- Use data and performance insights to inform prioritization, resource planning, process improvement opportunities, and leadership updates.
- Provide concise, actionable reporting for senior management on Advisor Experience performance, transformation progress, and capacity considerations.

The successful candidate will build a high-performing, advisor-focused organization through succession planning, talent development, clear accountability, and capability building in AI, process improvement, and service leadership.

The Manager will:

- Translate strategic priorities into Advisor Experience and service execution plans.
- Influence leaders across Underwriting, Funding, Inforce, Quality Control, Sales, Risk, Compliance, and Technology.
- Challenge legacy processes and existing assumptions.
- Drive adoption of new technologies and advisor-centred service models.
- Foster a culture of experimentation and innovation.

Job Requirements

The successful candidate will demonstrate:

- Proven people leadership experience, including coaching, performance management, talent development, and leading teams through change.
- Strong lending and post-funding servicing experience, with knowledge of portfolio administration, risk controls, and advisor and customer service delivery.
- Demonstrated success leading end-to-end process improvement and service transformation initiatives that simplify workflows, strengthen controls, and deliver measurable business outcomes.
- Demonstrated proficiency with Power BI and Power Apps, including the ability to translate business needs into actionable reporting, workflow solutions, and performance insights.

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.

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.

Referenced Salary Location

Halifax, Nova Scotia

Working Arrangement

ハイブリッド勤務

Salary range is expected to be between

$79,700.00 CAD - $129,700.00 CAD

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 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 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 .

Seeking an experienced leader to oversee a team supporting customers in financial hardship, focusing on delinquency management and risk mitigation. Lead, coach, and develop a high‑performing team while ensuring regulatory compliance and operational excellence. Ideal for candidates with strong leadership in default management or mortgage servicing.

We believe that embracing inclusion is the key to creating a stronger, more resilient organization. It’s not just a value - it’s a strategic advantage that sets us apart.

The Manager, Advisor Experience & Inforce Service Innovation defines and executes Specialized Lending’s post-funding service model. The role leads portfolio servicing and surveillance, advisor and customer experience, governance, workflow optimization, AI-enabled transformation, and continuous improvement.

Accountable for current performance and future-state design, the role establishes service standards, improves productivity and controls, reduces manual effort, and builds scalable capabilities in automation and artificial intelligence.

Role Purpose

To deliver a scalable, technology-enabled post-funding service model that strengthens controls, increases productivity, enables innovation, and improves advisor and customer experience.

Strategic Mandate

The Manager is accountable for:

Post-Funding Advisor & Customer Experience

Providing leadership and oversight for:

- Annual portfolio surveillance and maintenance
- Fee and post-funding account administration
- Money movement processes
- Advisor and customer servicing

Advisor Experience Excellence

Serving as the functional owner for:

- End-to-end, advisor‑centred workflow design
- Service capacity and workforce effectiveness
- Service levels, standards, and governance
- Continuous improvement

AI & Automation Strategy

Owning the Specialized Lending Advisor Experience transformation roadmap through:

- AI adoption and automation
- Workflow digitization and technology enablement
- Advisor, service, and productivity analytics
- Reporting transformation

Service Model Transformation

Leading:

- Process and service-model redesign
- New ways of working and cross-functional workflow integration
- Capacity strategy and change management
- Transformation program execution

Key Accountabilities and Role Expectations

Advisor Experience Strategy & Transformation — 40%

- Set and execute the future-state post-funding strategy, balancing scalability, simplification, service excellence, and consistent advisor and customer experiences.
- Lead workflow redesign and cross-functional change initiatives that reduce manual effort and improve service delivery.
- Prioritize AI, automation, and technology investments that improve productivity, quality, capacity, and resilience.
- Align business, technology, process, and change-management priorities with cross-functional partners.
- Maintain transformation roadmaps, adoption plans, and benefits tracking to deliver measurable outcomes.

Post-Funding Advisor & Customer Service — 30%

- Oversee portfolio surveillance, maintenance, account and fee administration, money movement, and related advisor and customer support.
- Ensure work is completed within established service expectations, quality standards, risk tolerances, and business priorities.
- Manage capacity, workload distribution, prioritization, and issue resolution across the post-funding service function.
- Ensure consistent portfolio stewardship and robust advisor, customer, and business-partner outcomes.
- Provide coaching, direction, and service leadership to build a high-performing, advisor-focused, and future-ready team.

Service Ownership & Governance — 20%

Own and maintain the service standards, process documentation, controls, and governance routines required to support consistent, compliant, risk-aware, and advisor-centred execution across post-funding services.

- Establish and manage ownership for key post-funding service activities, including standards, procedures, decision authorities, escalation paths, and control expectations.
- Ensure services are aligned with applicable risk, compliance, governance, audit, and control requirements.
- Identify control gaps, service inconsistencies, and risk themes,



and lead remediation or improvement activities.
- Promote disciplined execution through clear operating routines, quality monitoring, issue tracking, and continuous improvement practices.

Business Reporting & Performance Management — 10%

- Define and maintain Advisor Experience and service reporting, performance indicators, dashboards, and management insights that support business oversight and decision making.
- Monitor Advisor Experience outcomes, service levels, capacity, quality, productivity, volumes, trends, and emerging service or control risks.
- Use data and performance insights to inform prioritization, resource planning, process improvement opportunities, and leadership updates.
- Provide concise, actionable reporting for senior management on Advisor Experience performance, transformation progress, and capacity considerations.

The successful candidate will build a high-performing, advisor-focused organization through succession planning, talent development, clear accountability, and capability building in AI, process improvement, and service leadership.

The Manager will:

- Translate strategic priorities into Advisor Experience and service execution plans.
- Influence leaders across Underwriting, Funding, Inforce, Quality Control, Sales, Risk, Compliance, and Technology.
- Challenge legacy processes and existing assumptions.
- Drive adoption of new technologies and advisor-centred service models.
- Foster a culture of experimentation and innovation.

Job Requirements

The successful candidate will demonstrate:

- Proven people leadership experience, including coaching, performance management, talent development, and leading teams through change.
- Strong lending and post-funding servicing experience, with knowledge of portfolio administration, risk controls, and advisor and customer service delivery.
- Demonstrated success leading end-to-end process improvement and service transformation initiatives that simplify workflows, strengthen controls, and deliver measurable business outcomes.
- Demonstrated proficiency with Power BI and Power Apps, including the ability to translate business needs into actionable reporting, workflow solutions, and performance insights.

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.

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 setting 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.

Referenced Salary Location

Halifax, Nova Scotia

Working Arrangement

ハイブリッド勤務

Salary range is expected to be between

$79,700.00 CAD - $129,700.00 CAD

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 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 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 .

マニュライフとジョン・ハンコックについて

マニュライフ・ファイナンシャル・コーポレーションは、「あなたの未来に、わかりやすさを」を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、 lをご覧ください。

マニュライフは機会均等を是とする雇用主です

マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。

雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、 までご連絡をお願いします。

The role being advertised is an existing vacancy.

マニュライフは機会均等を是とする雇用主です

マニュライフ/ジョン・ハン

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📌 Manager, Advisor Experience & Inforce Service Innovation (Halifax Regional Municipality)
🏢 Manulife group
📍 Halifax Regional Municipality