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Added 11 mins ago
Director, Manager Research & Oversight
Aviso
Vancouver, BC
$135,000 to $170,000 CAD / year
Full-time
Provide actionable insights and investment recommendations to senior leadership based on manager performance and market conditions
Added 11 mins ago
Director, Manager Research & Oversight
Aviso
Toronto, ON
$135,000 to $170,000 CAD / year
Full-time
Provide actionable insights and investment recommendations to senior leadership based on manager performance and market conditions
Added 11 mins ago
Production Support Analyst
BMO
Toronto, ON
Full-time
Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
Added 11 mins ago
Manager, Actuarial
TD
Toronto, ON
Full-time
Under the supervision of the Senior Manager, Claims Insights the manager will be involved in the following key activities:
Added 11 mins ago
Demand Generation Marketing Manager
Guusto
Canada
Full-time
Build and run the weekly marketing scoreboard, sharing key insights with the team and leadership.
Added 13 mins ago
Specialist I IT Web Application
Enbridge
Toronto, ON · Edmonton, AB · Calgary, AB · North York
Full-time
Develop and monitor key customer journeys and targeted campaigns, using analytics, dashboards, and insights to provide recommendations that inform leadership and continuously improve the…
Added 13 mins ago
Sr. Manager, AI Strategy & Integration
Bertelsmann-Jobs
Toronto, ON
Full-time
The Senior Manager of AI Strategy & Integration will lead the digital transformation of our logistics network. This role is specifically designed to accelerate business growth by deploying…
Added 25 mins ago
Amazon Advertising Manager
Rockstar
Canada
Full-time
…skincare, apparel, footwear, and handbags. They are seeking a manager to lead their advertising and media program for a portfolio of client…
Added 27 mins ago
Manager, Sourcing - Contract
The Beer Store
Bolton, ON
Contract
We are currently searching for a Manager, Sourcing, reporting to Manager, Procurement. This vacancy is a 12-month, full-time contract opportunity. The Manager, Sourcing will lead the…
Added 27 mins ago
Senior Manager, Talent Acquisition
Allegis Global Solutions
Mississauga, ON
Full-time
As the Senior Manager, Talent Acquisition, North America & EMEA, you’ll lead the teams responsible for attracting and hiring talent across two of our largest and most diverse regions. But…
Added 40 mins ago
Data Product Manager
Level Access
Canada
Full-time
Level Access is seeking a Data Product Manager to own enterprise data products that power reporting, analytics, operational intelligence, and AI-enabled workflows across the business.
Added 42 mins ago
Manager, Strategic Finance & Corporate Development
EQ Bank | Canada's Challenger Bank
Toronto, ON
Full-time
The Manager, Strategic Finance & Corporate Development plays a critical analytical role within the Enterprise Strategy & Growth team.
Added 42 mins ago
Senior Manager, Lifecycle Management Strategy
EQ Bank | Canada's Challenger Bank
Toronto, ON
Full-time
Combining product knowledge, deep marketing expertise and business acumen, the Senior Manager translates customer insights, portfolio priorities and market opportunities into an actionable…
Added 56 mins ago
Process Plant Analyst
Agnico Eagle Mines Limited
Cochrane, ON
Full-time
Reporting to the Process Plant Maintenance Manager, you will be part of the Process Plant Maintenance Department. You will address challenges in balancing demands of daily operations with…
Added 56 mins ago
Sr. Manager, AI Strategy & Integration
Arvato
Toronto, ON
Full-time
The Senior Manager of AI Strategy & Integration will lead the digital transformation of our logistics network. This role is specifically designed to accelerate business growth by deploying…
Added 56 mins ago
Manager, Strategic Finance & Corporate Development
EQ Bank
Toronto, ON
Full-time
The Manager, Strategic Finance & Corporate Development plays a critical analytical role within the Enterprise Strategy & Growth team.
Added 56 mins ago
Senior Manager, Lifecycle Management Strategy
EQ Bank
Toronto, ON
Full-time
Combining product knowledge, deep marketing expertise and business acumen, the Senior Manager translates customer insights, portfolio priorities and market opportunities into an actionable…
Added 56 mins ago
Manager, Supply Portfolio Optimization & Analytics
Superior Plus Corp
Calgary, AB
Full-time
Reporting to the Director of Operational Performance, the Manager, Supply Portfolio Optimization & Analytics plays a key role in driving value creation across our supply chain. Leveraging…
Added 56 mins ago
Product Support Specialist
Stripe
Toronto, ON
Full-time
Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
Added 56 mins ago
Senior Analyst, Fulfillment Inventory Management
Swim Recruiting
Vancouver, BC
$55 to $57.5 CAD / hour
Contract
This is a high-impact role at the intersection of inventory, analytics, supply chain and strategy, with significant visibility across the organization. You will build models and turn…
Added 56 mins ago
Sr. Specialist, Salesforce Data Cloud & Loyalty
Havas CX Canada
Toronto, ON
Full-time
Build, validate, and troubleshoot audiences, segments, calculated insights, activation logic, and campaign eligibility rules.
Added 58 mins ago
Production Support Analyst
BMO
Toronto, ON · SCC
Full-time
Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
Added 58 mins ago
Devops Analyst - Technical
BMO
Toronto, ON · BMOPLACE
Full-time
…calendars, providing centralized executive and governance level insights reporting, participating in knowledge sharing exercises, and aligning interaction activities with testing and…
Added 1 hour ago
Manager, Data Science – Risk & Trust
eBay
Toronto, ON
Full-time
…for an outstanding Data Scientist to join eBay’s Trust & Risk Analytics team in Toronto and help define marketplace safety at…
Added 1 hour ago
Manager, Escalation Management
Snowflake
Toronto, ON
$136,000 to $186,000 CAD / year
Full-time
Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working…

Manulife

Manager, Advisor Experience & Inforce Service Innovation

Toronto, ON, Canada
Waterloo, ON, Canada
Montreal, QC, Canada
Halifax, NS, Canada

Pay: $79,700.00 CAD - $129,700.00 CAD
Job type: Full-time
Apply by: Nov 1, 2026
Posting language: English
Posted: Oct 1, 2026

Apply About employer

Applications open in a new tab.

Original job description

The Manager, Advisor Experience & Inforce Service Innovation defines and executes Specialized Lending’s post-funding service model. The role leads portfolio servicing and surveillance, advisor and customer experience, governance, workflow optimization, AI-enabled transformation, and continuous improvement.

Accountable for current performance and future-state design, the role establishes service standards, improves productivity and controls, reduces manual effort, and builds scalable capabilities in automation and artificial intelligence.

Role Purpose

To deliver a scalable, technology-enabled post-funding service model that strengthens controls, increases productivity, enables innovation, and improves advisor and customer experience.

Strategic Mandate

The Manager is accountable for:

Post-Funding Advisor & Customer Experience

Providing leadership and oversight for:

Annual portfolio surveillance and maintenance
Fee and post-funding account administration
Money movement processes
Advisor and customer servicing

Advisor Experience Excellence

Serving as the functional owner for:

End-to-end, advisor-centred workflow design
Service capacity and workforce effectiveness
Service levels, standards, and governance
Continuous improvement

AI & Automation Strategy

Owning the Specialized Lending Advisor Experience transformation roadmap through:

AI adoption and automation
Workflow digitization and technology enablement
Advisor, service, and productivity analytics
Reporting transformation

Service Model Transformation

Leading:

Process and service-model redesign
New ways of working and cross-functional workflow integration
Capacity strategy and change management
Transformation program execution

Key Accountabilities and Role Expectations

Advisor Experience Strategy & Transformation - 40%

Set and execute the future-state post-funding strategy, balancing scalability, simplification, service excellence, and consistent advisor and customer experiences.
Lead workflow redesign and cross-functional change initiatives that reduce manual effort and improve service delivery.
Prioritize AI, automation, and technology investments that improve productivity, quality, capacity, and resilience.
Align business, technology, process, and change-management priorities with cross-functional partners.
Maintain transformation roadmaps, adoption plans, and benefits tracking to deliver measurable outcomes.

Post-Funding Advisor & Customer Service - 30%

Oversee portfolio surveillance, maintenance, account and fee administration, money movement, and related advisor and customer support.
Ensure work is completed within established service expectations, quality standards, risk tolerances, and business priorities.
Manage capacity, workload distribution, prioritization, and issue resolution across the post-funding service function.
Ensure consistent portfolio stewardship and strong advisor, customer, and business-partner outcomes.
Provide coaching, direction, and service leadership to build a high-performing, advisor-focused, and future-ready team.

Service Ownership & Governance - 20%

Own and maintain the service standards, process documentation, controls, and governance routines required to support consistent, compliant, risk-aware, and advisor-centred execution across post-funding services.

Establish and manage ownership for key post-funding service activities, including standards, procedures, decision authorities, escalation paths, and control expectations.
Ensure services are aligned with applicable risk, compliance, governance, audit, and control requirements.
Identify control gaps, service inconsistencies, and risk themes, and lead remediation or improvement activities.
Promote disciplined execution through clear operating routines, quality monitoring, issue tracking, and continuous improvement practices.

Business Reporting & Performance Management - 10%

Define and maintain Advisor Experience and service reporting, performance indicators, dashboards, and management insights that support business oversight and decision making.
Monitor Advisor Experience outcomes, service levels, capacity, quality, productivity, volumes, trends, and emerging service or control risks.
Use data and performance insights to inform prioritization, resource planning, process improvement opportunities, and leadership updates.
Provide concise, actionable reporting for senior management on Advisor Experience performance, transformation progress, and capacity considerations.

The successful candidate will build a high-performing, advisor-focused organization through succession planning, talent development, clear accountability, and capability building in AI, process improvement, and service leadership.

Leadership Expectations

The Manager will:

Translate strategic priorities into Advisor Experience and service execution plans.

Influence leaders across Underwriting, Funding, Inforce, Quality Control, Sales, Risk, Compliance, and Technology.
Challenge legacy processes and existing assumptions.

Drive adoption of new technologies and advisor-centred service models.

Lead large-scale change initiatives.
Foster a culture of experimentation and innovation.

Job Requirements

The successful candidate will demonstrate:

Proven people leadership experience, including coaching, performance management, talent development, and leading teams through change.
Strong lending and post-funding servicing experience, with knowledge of portfolio administration, risk controls, and advisor and customer service delivery.
Demonstrated success leading end-to-end process improvement and service transformation initiatives that simplify workflows, strengthen controls, and deliver measurable business outcomes.
Demonstrated proficiency with Power BI and Power Apps, including the ability to translate business needs into actionable reporting, workflow solutions, and performance insights.

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.

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

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

Halifax, Nova Scotia

Working Arrangement

Hybrid

Salary range is expected to be between

$79,700.00 CAD - $129,700.00 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.

Apply About employer

More about this job

Responsibilities

The Manager defines and executes the post-funding service model, leading portfolio surveillance, workflow optimization, and AI-enabled transformation. They are accountable for service standards, productivity, and delivering a scalable, technology-enabled experience for advisors and customers.

Requirements

The role requires proven people leadership experience and strong expertise in lending and post-funding servicing. Candidates must demonstrate success in process improvement and proficiency with Power BI and Power Apps.

Skills

People leadership
Performance management
Talent development
Lending
Portfolio administration
Risk controls
Customer service
Process improvement
Service transformation
Power BI
Power Apps
Workflow design
Change management
AI adoption
Automation
Data analytics

Benefits

Health insurance
Dental insurance
Mental health support
Vision insurance
Short-term disability
Long-term disability
Life insurance
AD&D insurance
Adoption/surrogacy benefits
Wellness benefits
Employee/family assistance plans
Retirement savings plans
Pension
Global share ownership plan
Financial education and counseling
Paid time off
Statutory leaves of absence

Visa sponsorship

Not detected in the job text

Keywords

Specialized Lending
Post-funding
Portfolio surveillance
Governance
Workflow optimization
AI-enabled transformation
Automation
Power BI
Power Apps
Change management
Service model
Risk management
Compliance
Data analytics
Performance management
Financial services
Strategy
Process redesign
Capacity planning
Reporting

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