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Head of Member Processing and US Retirement Oversight, is accountable for exceptional service delivery across member processing and all service lines in the US. We deliver more than 3,000,000 member transactions each year – timeliness and accuracy are a must!

This role requires a collaborative and transparent leader with a strong operational processing background, who can inspire and influence large teams to embrace and seek changes, engage stakeholders effectively, enhance operational efficiency and mitigate risk while maintaining or exceeding SLAs in a dynamic, high growth environment and delivering measurable outcomes aligned with our customer commitments. The role also partners closely with the Retirement Operations Transformation team to drive strategic initiatives and operational excellence.

Additionally, the position has oversight of more than 1,400 employees supporting US Retirement Services. The role requires working very closely with the peers on the delivery of the service strategy and building out the future digital strategy. They need to deliver an unbeatable customer experience consistently across the US. Leveraging deep customer insights and well-developed business unit acumen, this leader will oversee:

+ Sponsor & Advisor Services for US Retirement: This function streamlines plan administration and enhance service delivery across our ecosystem. This team oversees the onboarding and ongoing support of thousands of plans, ensuring smooth coordination with TPAs, Advisors, Market Sources, and Sponsors. It also manages the accurate and timely execution of payroll-related financial transactions and recordkeeping.

+ Sponsor Support: US Compliance services of the plan for our sponsors to ensure we remain compliant with industry regulation. Support Taft Hartley and DB segments in the US.

Key Accountabilities:

+ Lead the member processing team and oversee US Retirement Services to deliver consistent, high-quality service across Canada, the US, and global locations.

+ Drive transformation initiatives focused on automation, digitization, and straight-through processing to enhance cost-to-serve and customer experience.

+ Build and maintain strong relationships with key customers and distribution partners add value to both customer retention and business growth.

+ Collaborate with strategic partners to drive the execution of key transformation initiatives, including process optimization, automation, and technology integration by leading cross-functional efforts to embed emerging technologies (such as Agentic AI, low code tools & data driven solutions.) into the ecosystem.

+ Collaborate with the business and other Operations leaders to determine specific SLAs.

+ Champion a culture of continuous improvement, operational excellence, and risk management across the teams.

+ Act as a thought leader in operations, leveraging data and analytics to drive performance and decision-making.

+ Lead talent development and engagement efforts to build high-performing teams through periods of significant change.

+ Own and collaborate on budgets, cost optimization, and productivity metrics to deliver value to the business.

Qualifications :

+ Previous US specific background and expertise in Retirement Recordkeeping, with core focus on Member Processing and Taft Hartley plans.

+ 15+ years of experience leading Operations teams, demonstrating best in class service delivery and top quartile engagement scores.

+ Customer focused operator who is a change agent, so they always keep the customer and strategy in mind when designing a solution.

+ Ability to inspire and motivate a large team, recruiting, retaining and growing top talent for the benefit of the entire organization.

+ Lead large scale, complex and fast paced operations, including significant change management experience.

+ Ability to work effectively within a matrixed, geographically dispersed team, leverage knowledge across the organization and within a global workforce.

+ A doer with entrepreneurial attitude and passion for innovative work that drives results.

+ Strong leadership skills with the ability to motivate and influence leaders at all levels.

+ Resilient delivery mind-set with a strong execution focus.

+ Strong verbal and written communication skills and interpersonal skills needed to effectively build relationships and communicate with Executives, internals stakeholders, and customers.

+ Strong financial acumen with demonstrated experience in managing business risk and profitability.

+ Outstanding ability to break down complex cases, recommend and implement a solution.

+ Experience of large-scale process re-engineering, moving from paper, email and fax to digital straight through processing complimented by market differentiating proposition.

+ Flexible, steady under pressure, and willing to switch gears quickly.

+ Strong curiosity and desire to make the complex clear and to always ask “why”.

+ Strong focus on risk management.

Acerca de Manulife y John Hancock

Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com .

Manulife es un empleador que ofrece igualdad de oportunidades

En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a [email protected] .

Ubicación principal

Estados Unidos,- Massachusetts Remoto a tiempo completo

Modalidades de Trabajo

Remoto

Se prevé que el rango salarial esté entre

$217,900.00 USD - $405,300.00 USD

Si se está postulando para este puesto fuera de la ubicación principal, póngase en contacto con [email protected] para conocer el rango salarial de su ubicación. El salario real variará según las condiciones locales del mercado, la geografía y los factores relacionados con el trabajo pertinentes, como conocimiento, habilidades, calificaciones, experiencia y educación/capacitación. Los empleados también tienen la oportunidad de participar en programas de incentivos y obtener una compensación de incentivos vinculada al desempeño comercial e individual.

Manulife/John Hancock ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de ahorro 401(k) o de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de días libres pagos en EE. UU. contempla hasta 11 días festivos, 3 días personales, 150 horas de vacaciones y 40 horas de licencia por enfermedad (o más cuando lo exija la ley) por año, y ofrecemos todos los tipos de licencias contempladas por la ley.

Conozca sus derechos (https://www.dol.gov/agencies/ofccp/posters)

Permiso Familiar y Médico

Ley de Protección del Empleado contra el Examen Poligráfico (https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf)

Derecho al Trabajo

Verificación Electrónica (E-** **Verify** **)

Transparencia Salarial (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)

Company: John Hancock Life Insurance Company (U.S.A.)