Director of Operations, Affinity Markets

The Director of Operations for Affinity Markets is accountable for running the Affinity markets New Business, Policy Services and TPA operations and the modernization of existing processes. This role is critical in ensuring efficient processes, optimizing performance, and enabling growth. This role also plays a key leadership role within Affinity Operations, driving towards the achievement of our High Performing Team objective and key results. The Director will collaborate with cross-functional teams to enhance our service offerings and ensure exceptional delivery to our clients.

Position Responsibilities:

• Develop and implement operational strategies that align with the company's goals and objectives for affinity markets.

• Oversee daily operations, ensuring efficiency, quality, and cost-effectiveness; leveraging key data points to make data-driven decisions in leading the teams to operational excellence

• Lead, mentor, and manage a team of operations professionals, fostering a culture of high performance and continuous improvement.

• Collaborate with product development, sales, marketing, and customer service teams to ensure seamless integration and delivery of services.

• Monitor industry trends and regulatory changes to ensure compliance and to identify opportunities for innovation and improvement.

• Analyze operational metrics and KPIs to identify areas for improvement and implement solutions.

• Manage budgets and financial plans, ensuring cost-effective operations while maintaining high-quality service delivery.

• Develop strong relationships with key stakeholders, including clients, vendors, and partners, to enhance collaboration and service delivery.

• Lead initiatives to enhance customer experience and satisfaction within Affinity markets.

• Drive process improvements and automation initiatives to increase operational efficiency.

Required Qualifications:

• Minimum of 7 years of experience in operations management, preferably within financial services.

• Bachelor’s degree in Business Administration, Operations Management, or a related field; MBA considered an asset.

Preferred Qualifications:

• Proven track record of leading and managing high-performing teams.

• Strong strategic thinking and problem-solving skills.

• Excellent communication, leadership, and interpersonal skills.

• Ability to analyze complex data and develop actionable insights.

• Experience with process improvement methodologies such as Lean or Six Sigma is a plus.

• Strong understanding of regulatory requirements and industry best practices.

• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.

• 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.

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 recruitment@manulife.com.

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.