Sponsor Services Operations Manager, Group Retirement Plans leads the day-to-day service and operational performance of the Canada Retirement Group Plans function. This role provides leadership to Client Account Representatives and Service Advisors who support plan sponsors, advisors, and internal partners in a business-to-business service model. The successful candidate will bring strong people leadership, a disciplined approach to performance management, and a proven ability to improve processes, strengthen service delivery, and drive operational results. The role is accountable for team effectiveness, operational excellence, KPI performance, and risk and compliance activities that support a well-managed and client-focused operation. Position Responsibilities: Operational Excellence Oversee daily operations for the Group Retirement Plans service function, with accountability for service delivery, quality, turnaround times, and overall operational effectiveness. Lead process improvement efforts by identifying inefficiencies, analyzing root causes, and implementing practical solutions that improve service, productivity, quality, and consistency. Use continuous improvement methods to simplify operations, reduce risk, and improve sponsor and advisor experience. Standardize procedures, maintain clear documentation, and support execution of operational priorities in alignment with business goals. People Leadership Lead and develop a team of Client Account Representatives and Service Advisors, including hiring, onboarding, coaching, performance management, and development planning. Set clear expectations and create a high-accountability team environment focused on client service, operational discipline, and continuous improvement. Support employee engagement and capability building to strengthen the team’s ability to manage business-to-business client relationships effectively. Performance Management and KPI Delivery Own and manage key performance indicators for the function, including service levels, quality, productivity, timeliness, and client experience measures. Monitor results, identify performance trends, and take timely action to address gaps, improve outcomes, and deliver on business commitments. Provide regular reporting and business insights to leadership to support decision-making, prioritization, and resource planning. Client and Stakeholder Management Support strong business-to-business relationships with plan sponsors, advisors, and internal partners through effective service delivery and issue resolution. Work closely with internal stakeholders to align service execution, resolve escalations, and improve the overall client experience. Risk, Compliance and Controls Lead risk and compliance activities for the function, including control adherence, issue identification, remediation support, and audit readiness. Maintain a strong control environment by reinforcing policies, procedures, and regulatory requirements across the team. Partner with internal stakeholders on risk, compliance, and governance matters to keep the function compliant and well managed. Required Qualifications: Education Bachelor’s degree in business, finance, operations, or a related field, or equivalent work experience. 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. Formal training or certification in people leadership, operations, continuous improvement, or risk management is an asset. Project management certification, such as PMP or equivalent, is considered an asset but is not required. Experience 5+ years of experience in operations, client service management. Proven experience leading people in a service or operations environment, including performance management, coaching, and team development. Experience managing service performance and operational KPIs in a high-volume, client-facing function. Demonstrated success leading process improvement initiatives, including workflow redesign, standardization, and service efficiency improvements. Working knowledge of risk, compliance, and control requirements within a regulated financial services environment. Skills Required Strong people-leadership skills, including coaching, development, performance management, and team engagement. Strong operational management capability, with the ability to manage workflows, prioritize effectively, and improve service delivery. Strong process improvement skillset, including root cause analysis, process mapping, standardization, and continuous improvement methods. Ability to manage and interpret KPIs, identify trends, and translate data into actions that improve results. Strong communication and stakeholder management skills, with the ability to manage escalations and build credibility across teams. The role being advertised is an existing vacancy. 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 hr@manulife.com. Referenced Salary Location Montreal, Quebec Working Arrangement Hybrid Salary range is expected to be between $88,800.00 CAD - $138,800.00 CAD Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location. 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 hr@manulife.com for more information about U.S.-specific paid time off provisions. We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement. We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognitions. Recent awards include: 2024 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2023 Best Companies to Work for in Asia 2023 We’ve been recognized as one of Canada’s Top 100 Employers (2024) Manulife included in Bloomberg’s 2023 Gender-Equality Index To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the ‘Job Alerts’ section located in the top right corner of the page. From there, you can sign up to receive job alerts. Our ambition is to be the most digital, customer-centric global company in our industry. Learn more at https://www.manulife.com/.