AVP, Global Head of Member Processing

At GWAM, we place customers at the center of our strategy, supporting Canadian and US Retirement Businesses to deliver superior service and a world-class experience. As Global Head of Member Processing, you’ll oversee more than 3 million annual transactions, ensuring accuracy and timeliness across all lines of business while leading a large, diverse team to maintain or exceed service standards in a fast-paced environment.

Reporting to the Head of North American Retirement Operations, you’ll manage 400 employees across multiple locations, collaborate globally-including with teams in Asia and the transformation group-and partner with peers to drive service and digital strategy. We’re looking for a results-driven leader with strong operational expertise, a collaborative mindset, and a proven track record of inspiring teams, driving change, and delivering business results.

Position Responsibilities:

• Support the development of a high-performing operations service by fostering team capability, enhancing skills, promoting empathy, and driving effectiveness.
• Collaborate with business partners and operational leaders to define, implement, and monitor service level agreements (SLAs).
• Help build and motivate a resilient team capable of navigating and excelling through periods of organizational change.
• Leverage automation and digital tools to optimize processes and contribute to a best-in-class cost-to-serve model.
• Work closely with Strategic Partnerships to support the creation of an integrated service ecosystem that delivers exceptional customer experiences efficiently.
• Ensure service and operational delivery align with the organization’s brand promise and commitment to customers.

Required Qualifications:

• 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.
• Demonstrates a customer-focused, strategic mindset and a passion for innovation in operational leadership.
• Proven ability to lead, inspire, and adapt within fast-paced, large-scale environments, managing significant change across multiple regions.
• Strong collaborator with excellent communication, influencing, and negotiating skills for working with cross-functional and global teams.
• Adept in process re-engineering, digital transformation, and delivering market-differentiating operational solutions.
• Exceptionally organized, self-directed, and effective at managing complex projects and making sound decisions.
• Demonstrates resilience, flexibility, and a commitment to continuous improvement and risk management.
• Brings strong financial acumen and experience in driving profitability and managing business risk.

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.

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, 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 hr@manulife.com.

Referenced Salary Location

Salary range is expected to be between

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 hr@manulife.com 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 hr@manulife.com 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.