Head of Canada Retirement Operations

The Canada Retirement Operations Service Deliver Head will lead the strategic development and operational oversight of the Canada Retirement Operations teams and functions. This Role requires experience, leadership, and strategic vision. Responsibilities include the following:

Position Responsibilities:

1) Build Domain Expertise & Business Partnership

• Build relationships with key stakeholders across the organization to understand business needs and risks, defining service requirements for the Retirement Operations Service Delivery. 

• Engages with senior GWAM business heads to drive the segment's strategies and take accountability in ensuring that business outcomes are met by the various service delivery towers.

• Engages with various stakeholders in the service delivery organization to drive performance and outcome across the segment.

• Represent Canada Retirement Operations Service Delivery function to firm leadership, clients, vendors and other external stakeholders.

• Work with GWAM senior leadership team to identify process improvement programs and business risks; Build and implement plans to address these areas.

• Manage the day-to-day business relationship and oversight of services with a proven track record of managing global cross functional relationships.

• Develop the capability of the service by benchmarking industry practices, leveraging expertise in Canada Retirement products and the trade lifecycle, and operational excellence practices. 

• Craft and drive the talent strategy to ensure continued development of functional and business expertise to meet future business needs. Drive the development of new practices and solutions.

• Sustain a high level of credibility and build professional relationships with our business partners. Enable feedback channels to the business to align expectations and priorities.

• Attract, identify, and mobilize unique talents, abilities, skills and experience within and beyond teams to help achieve our bold ambition.

2)    Drive Transformation & Change 

• Proactively prepare strategic business plans aligned to business priorities and translate these into clear objectives explaining the purpose and success measures.

• In partnership with the business, it is prioritization and execution on key transformation strategies of the group, as a priority, which includes strategic reviews on existing processes, contributing to the change agenda by submitting business cases for prioritization, and ensuring smooth execution on active transformation programs.

• Champion and foster an innovative culture by encouraging teams to step outside of their comfort zone and supporting them through obstacles.

• Promote a "healthy conflict" mindset and the art of the possible by creating an environment of trust and openness to drive innovation.

• Drive the sharing of best practices, fostering collaboration, and innovation across the teams.
3)    Manage and Mitigate Operational Risk

• Responsible for investigating, remediating, and mitigating risk events and operational errors within the group.

• Ensure that issues are escalated timely, immediate resolution is effective, and controls are in place to prevent recurring errors.

• Validate the accuracy of operational risk assessment/heat maps and convert into action plans that reduce operational risk to the business.

• Drive periodic scenario-based tabletop exercises for business continuity planning to ensure there is no service disruption to the business. 

• Accountable for timely and effective closure of audit points.
4)    Service delivery and management of a distributed workforce

• Lead the Canada Retirement Operations Service Delivery function and teams servicing multiple global locations.

• Provide guidance and structure to ensure consistent, superior execution and maintain an environment of continuous optimization of team performance, systems, and processes.

• Oversee annual business planning and business unit goal setting efforts

• Lead the annual Canada Retirement Operations Service Delivery function's budget process

• Leverage expertise and experience to build high performing team that consistently meet/exceed service level standards and deliver value to positively impact business results 

• Periodically refresh service level standards across the teams to align to business requirements and manage the achievement of KPIs as defined within the Service Level Agreements and Schedule of Services.

• Ensures that teams proactively contribute to the development of overall procedures and policies that are adhered to by subordinate leaders/teams.

• Accountable for ensuring that team deliver timely/accurate information required for performance and risk reporting, business dashboards, governance reporting and other metrics as required for decision making.

• Accountable for successful transitions of work and aligning toward a global business shared services operation model that is scalable and efficient.

• Promote new ways of working that is resilient and adaptable in fluid and challenging situations
5)    Leadership

• Mentor and guide professional development of Retirement Operations Service Delivery team.

• Attract and develop talent based on an understanding of current and future business needs.

• Foster career progression by promoting talent brokering and supporting internal mobility by having succession plans in place.

• Engage teams by personalizing recognition and feedback, and treating all members with dignity and respect

•    Embrace and champion diversity, ensure recruitment and selection practices reflect a diverse set of candidates and talent pipeline

• People management responsibilities include hiring, compensation strategy, promotion, performance management, and capability development of direct reports and their subordinate teams.

Qualifications

• 15+ years of relevant experience in Retirement Operations, and/or Financial Operations, and/or Securities Operations, and/or Wealth Management

• Strong people management experience (10+ years) to lead, manage and develop large-scale professional teams across multiple locations.

• Sound operations management acumen with a solid understanding of the business environment through practical experience. 

• Experience in working in a broad Matrix organization listening and using influence to make an impact. Proven track record and positive reputation to influence others and move toward a common vision or goal, within and/or beyond their business area.

• Experience working across multiple geographies and time zones. Excellent interpersonal skills and ability to work effectively across cultures, geography and senior leadership. Outstanding communication and active listening skills, with a strong ability to build and maintain strong relationships across all levels within the organization.

• An innovative thinker with the ability to negotiate, influence and challenge the status quo to continuously improve processes. Presents complex ideas clearly and influence decision makers across business boundaries to achieve objectives.

• Excellent analytical and problem-solving skills with demonstrated ability to handle complexity

• Demonstrable capability to anticipate issues and think proactively to resolve issues and risk. Solid understanding of operational risk management practices.

• Highly organized with an ability to work in a fast-paced, multi stakeholder environment and manage multiple priorities. Sound understanding of program governance and project management practices with demonstrable experience in leading change.

• Ability to work in ambiguous environment and adapt to change while managing time and workload with aggressive timelines.

• Highly proficient in Teams, Outlook, Excel, Word, Power Point, and SharePoint. Proficient in navigating Power BI dashboards.

• Participates in educational opportunities; reads professional publications; maintains networks and participates in professional organizations to always be up to date on job knowledge.

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.

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

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, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact

Working Arrangement