VP Operations Excellence

Manulife Canada is the largest segment within Manulife, and the Canada segment has been committed to customers in our home market for over 135 years. We serve the needs of one in six adults across the country, including members of approximately 27,000 businesses and organizations. Our Canadian business lines are: group life, health, and disability insurance solutions for employers; insurance and guaranteed investment products including life, critical illness, segregated funds, and annuities sold via retail advisors; and Affinity group insurance offerings including life, health, travel, disability, and creditor insurance solutions sold through the Manulife CoverMe® brand, mortgage brokers, travel advisors, and sponsor groups and associations; and flexible banking products through Manulife Bank.

Manulife Canada, Operations is one of the largest Operations teams at Manulife with 5,000 employees located across Canada, Philippines, and India. The COO for Manulife Canada is seeking a VP, Operations Excellence for Canada Operations to Serve as the executive leader for Operations Excellence, directly accountable for the strategic direction, execution, and outcomes of Canada Operations.

This role provides leadership to the rest of the Operations senior leadership team to ensure cohesive, aligned actions and delivery of key business objectives. A key focus for this role in the near-term will be to strengthen our core operations and digital customer leadership. This role is designed to lead and oversee the enabling capabilities that will manage through the complexity of multiple business lines in one geography. If you want to be at the heart of change and transformation and are excited by the opportunity to enable Operations to execute with excellence and help our businesses win in our home market; this role is an opportunity for you.

Position Responsibilities:

• Create and embed a consolidated Canada Ops approach to all of what we do touching the customer and employee. There is an opportunity to create enabling capabilities for this function to improve our ability to execute.

• Drive increased focus on shareholder commitments; in Ops this means improving our collective financial acumen, driving better benefits realization on business cases, and improving our forecasting capabilities so that we can effectively manage our expense line.

• Define and execute key segment and global Ops strategic initiatives (workforce strategy, operating & service model reviews, etc.) to continue to drive efficiency in our processes and effectiveness in our customer experience.

• Champion the adoption and integration of AI and automation across all of Canada Ops with a focus on empowering teams through upskilling, end to end process design, and evolving our automation roadmaps.

Detailed Accountabilities

• Lead critical initiatives related to strategy implementation that could include select enterprise-focused mergers and acquisitions, research and development, multi business unit initiatives, and large-scale transformation and change efforts.

• Provide governance and counsel for Operations leadership team to enable execution of key business initiatives and ensure cohesive and aligned action across all business lines.

• Lead and leverage internal support partners (Finance, Risk, Compliance, Technology, HR teams) to enable close collaboration in achievement of overall Canada and Global Operations goals.

• Oversee the Canada Ops portfolio of initiatives; governance, decision-making, and benefits realization processes related to these initiatives, including engaging with executive leaders to build understanding, dedication and consensus.

• Fulfill a business advisory/value enhancement role in supporting management across the Ops group in the development and execution of our strategy to ensure it is lined up with both the Segment strategy and Global Function strategy and drives profitability across our segments.

• As the Ops landscape changes with technology advancements; lead our low code / no code center of expertise, drive our implementation of AI, while investing in employee upskilling and change management initiatives.

• Embed the customer experience in the heart of all that we do across Operations.

• Be the owner of the Canada Ops narrative for the various venues we are in (MOR, Business reviews, Strategic updates, etc.). Develop ongoing reporting and presentations to communicate key messages in a consistent manner, ensuring a Canada segment Ops view across all business lines.

• Build, deploy, and evolve Ops capabilities relating to the customer experience, employee experience, financial acumen, and strategic execution.

• Drive the coordination and execution of the Ops Senior Leadership Engagement strategy across various forums (including town halls, leadership meetings, Director Forums, etc.).

• Provide support to the COO on non-day to day production issues and initiative.

Required Qualifications:

• Demonstrated passion about both the customer and employee experience.

• At least 10 years of related business experience gained from financial institutions, strategic consulting, risk management, or other similar experience.

• Background in operations leadership and/or execution is preferred; with an interest in continuing to develop your career in Operations.

• Demonstrated ability to build a leading-edge team that drives new-age thinking. Curious about technology advancements (AI, Agentic AI), the role of Data and its collective ability to reimagine how Operations is executed.

• Experience in agile, waterfall, project management principles and lean/six sigma.

• Demonstrated ability to lead complex initiatives and effectively work through others with a focus on organizational change management.

• Highly developed analytical, problem-solving, influencing, and negotiating skills.

• Ability to operate with discretion, recognizing evolving agendas of key stakeholders.

• Strong verbal and written communication skills and interpersonal skills needed to effectively build relationships and connect with executives, internals partners, and customers. Outstanding communications judgment at all levels with both technical and non-technical audiences.

• Ability to work effectively within a matrixed, geographically dispersed team, using knowledge acquired across the organization and within a global workforce.

À propos de Manuvie et de John Hancock

La Société Financière Manuvie est un chef de file mondial des services financiers qui aide les gens à prendre leurs décisions plus facilement et à vivre mieux. Pour en apprendre plus à notre sujet, rendez vous à l’adresse www.manuvie.com.

Manuvie est un employeur qui souscrit au principe de l’égalité d’accès à l’emploi

Chez Manulife/John Hancock nous valorisons notre diversité. Nous nous efforçons d’attirer, de perfectionner et de maintenir une main d'oeuvre qui est aussi diversifiée que nos clients, et de favoriser la création d’un milieu de travail inclusif qui met à profit la diversité de nos employés et les compétences de chacun. Nous nous engageons à assurer un recrutement, une fidélisation, une promotion et une rémunération équitables, et nous administrons toutes nos pratiques et tous nos programmes sans discrimination en raison de la race, de l’ascendance, du lieu d’origine, de la couleur, de l’origine ethnique, de la citoyenneté, de la religion ou des croyances ou des convictions religieuses, du genre (y compris grossesse et affection liée à une grossesse), de l’orientation sexuelle, des caractéristiques génétiques, du statut d’ancien combattant, de l’identité de genre, de l’expression de genre, de l’âge, de l’état matrimonial, de la situation de famille, d’une invalidité ou de tout autre motif protégé par la loi applicable.

Nous nous sommes donné comme priorité d’éliminer les obstacles à l’accès égalitaire à l’emploi. C’est pourquoi un représentant des Ressources humaines collaborera avec les candidats qui demandent accommodement raisonnable pendant le recrutement. Tous les renseignements communiqués pendant le processus de demande d'accommodement seront stockés et utilisés conformément aux lois et aux politiques applicables de Manuvie. Pour demander une mesure d’accommodement raisonnable dans le cadre du recrutement, écrivez à recruitment@manulife.com.

Région de référence du salaire

Modalités de travail

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Si vous posez votre candidature à ce poste en dehors de la région principale, veuillez écrire à recruitment@manulife.com pour obtenir l’échelle salariale correspondant à votre région. Le salaire varie en fonction des conditions du marché local, de la géographie et de facteurs pertinents liés au poste telles les connaissances, les compétences, les qualifications, l’expérience et l’éducation ou la formation. Les employés ont également la possibilité de participer à des programmes de motivation et de toucher une rémunération incitative liée au rendement de l’entreprise et au rendement individuel.

Manuvie offre aux employés admissibles une vaste gamme d’avantages sociaux personnalisables, notamment une assurance soins médicaux, soins dentaires, santé mentale, soins de la vue, invalidité de courte et de longue durée, assurance vie et assurance DMA, assurance adoption, de maternité de substitution et de soins médicaux non urgents ainsi que des programmes d’aide aux employés et leur famille. Nous proposons également aux employés admissibles différents régimes d’épargne-retraite (y compris des régimes de rente et un programme international d’actionnariat assortie de cotisations patronales de contrepartie) ainsi que des ressources en matière d’éducation et de conseils financiers. Notre généreux programme de congés rémunérés au Canada comprend les jours fériés, les congés annuels, les congés personnels et les congés de maladie, et nous offrons toute la gamme des congés autorisés prévus par la loi. Si vous posez votre candidature à ce poste aux États-Unis, veuillez écrire à recruitment@manulife.com pour obtenir de plus amples renseignements sur les dispositions relatives aux congés rémunérés spécifiques aux États-Unis.