We’re seeking a strategic and analytical leader to join our Group Benefits Operations team as Manager, Workforce Management, Reporting & Data Governance. In this dynamic role, you’ll oversee end-to-end workforce planning—including forecasting, capacity management, and productivity tracking—while driving operational reporting excellence and robust data governance across multiple business lines.

You’ll lead a high-performing team of analysts and data stewards, partnering closely with Operations leaders to optimize performance, manage expenses, and deliver actionable insights. This role is ideal for someone who thrives in a fast-paced environment, enjoys solving complex problems, and is passionate about using data to drive meaningful change.

Position Responsibilities:

• Lead all aspects of Workforce Management: forecasting, resource planning, productivity tracking, and performance measurement.
• Oversee operational reporting and ensure data governance standards are upheld across Health & Dental Claims, AdminAdvantage, Plan Member Administration, Plan Design Services, and Sponsor Financial Services.
• Build strong relationships with business unit leaders to align support services with service level goals, cost optimization, and employee experience.
• Develop and maintain staffing models, capacity plans, and financial performance trackers in partnership with Finance.
• Continuously identify opportunities to improve operational efficiency and resource utilization.
• Deliver regular reporting on service levels, staffing, digital KPIs, and business reviews.
• Lead a team of analysts to proactively recommend operational improvements and support strategic initiatives.
• Champion a data-driven culture by ensuring consistent, accurate, and strategic reporting aligned with business priorities.

Required Qualifications:

• 5–7 years of experience in operations, with a focus on workforce management, reporting, and data governance.
• 1-3 years of leadership experience.
• Proven expertise in volume forecasting and capacity planning, ideally within a large organization.
• Strong technical skills in data analysis, including proficiency with Power Platform and SQL.
• Demonstrated leadership experience with the ability to influence cross-functional teams and stakeholders.
• Excellent communication skills—both written and verbal—with a proactive approach to collaboration.
• High level of analytical discipline and the ability to manage multiple priorities under pressure.

Preferred Qualifications:

• Post-secondary education in Business Administration or a related field is an asset.

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 .

Referenced Salary Location

Waterloo, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$80,700.00 CAD - $145,260.00 CAD

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.