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About the Role

Leads a team responsible for the intake, prioritization, coordination, and resolution of complex client issues across Group Annuity, Open Architecture, and Member Pension Solutions businesses. This role serves as the operational leader for escalation management, driving end-to-end ownership, reducing resolution timelines, and improving the client experience. The successful candidate will lead a high-visibility team that partners closely with various stakeholders to resolve complex issues and identify root causes, influencing operational strategy and developing future leaders.

Responsibilities

Lead and develop a team of Triage Analysts and Solutions Coordinators responsible for escalation intake, prioritization, governance, and resolution across GA, OA, and MPS products.
Oversee the end-to-end escalation management process, ensuring timely resolution, adherence to service level commitments, and consistent communication with stakeholders and business partners.
Partner with operational leaders, Relationship Management, Member Processing, Sponsor Services, Compliance, and other business units to coordinate the resolution of complex client issues.
Monitor performance metrics, identify trends and root causes, and implement process improvements that reduce escalations, improve turnaround times, and enhance the client experience.
Drive accountability, resource planning, governance, reporting, and continuous improvement initiatives while supporting the ongoing evolution of the Client Solutions Centre of Excellence.

Requirements

5+ years of leadership experience in retirement operations, client services, escalation management, or a related financial services environment.
3+ years of experience leading teams responsible for complex case management, issue resolution, or operational service delivery.
Strong knowledge of retirement products, operational processes, and client servicing within GA, OA, MPS, or similar retirement/pension environments.
Demonstrated experience using operational reporting, dashboards, and case management systems to manage performance and drive results.
Post-secondary degree in Business, Finance, Commerce, or a related field, or equivalent work experience.

Skills

Stakeholder management
Process optimization
Root cause analysis
Team leadership
Case management
Operational reporting
Performance management

Location

Toronto, Ontario

Work Type

Hybrid

Experience Level

Manager
5+ years leadership experience
3+ years team leadership experience

Education Level

Post-secondary degree in Business, Finance, Commerce, or a related field, or equivalent work experience.

Salary/Compensations

$92,900.00 CAD - $142,900.00 CAD
Opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Benefits

Health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage
Adoption/surrogacy and wellness benefits
Employee/family assistance plans
Retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
Financial education and counseling resources
Holidays, vacation, personal, and sick days
Full range of statutory leaves of absence

About the Company

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better.
We embrace our diversity and strive to attract, develop and retain a workforce that is as diverse as the customers we serve.
We foster an inclusive work environment that embraces the strength of cultures and individuals.

Equal Opportunity

Manulife is an Equal Opportunity Employer.
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.