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Added 2 mins ago
GP
Représentant(e) des ventes et du développement des affaires
Global Payments Inc.
Quebec, QC · Greater Quebec City Metropolitan Area
- Full-time
Make your mark at one of the biggest names in payments. We’re looking for a Business Development Representative to join our ever-evolving SMB Sales team and help shape the future of global…
Added 3 mins ago
WP
Sales Advisor - Yorkdale
Warby Parker
Toronto, ON
- Part-time
Warby Parker is searching for a well-rounded Sales Advisor to help us deliver the best possible service to each and every one of our customers. (At other brands, you might see similar roles…
Added 33 mins ago
C
Mobile Mortgage Advisor - Downtown Vancouver
CIBC
Vancouver, BC
- Full-time
As a member of the Personal and Business Banking team, you’ll leverage your banking and mortgage experience to help clients achieve their home ownership dreams. As a Mobile Mortgage…
Added 33 mins ago
B
Client Service Associate, BMO Nesbitt Burns
BMO
Calgary, AB · CALG
- Full-time
…provides exceptional client service to support achievement of business objectives. A client-focused role, committed to managing and growing client relationships through the delivery of…
Added 1 hour ago
EP
Field Service Technician - Laval
East Penn Canada: Backup Power Division
Laval, QC
- Full-time
Develop strong business relationships with customer base and act as a trusted technical advisor
Added 1 hour ago
AC
Manager, Indirect Tax
ACCA Careers
Toronto, ON
- Full-time
…within a complex and dynamic regulatory framework. As a trusted advisor, you’ll identify benefit entitlements and develop customized federal and local indirect tax strategies that minimize…
Added 1 hour ago
AC
Senior Manager, Indirect Tax
ACCA Careers
Toronto, ON
- Full-time
…within a complex and dynamic regulatory framework. As a trusted advisor, you’ll identify benefit entitlements and develop customized federal and local indirect tax strategies that minimize…
Added 1 hour ago
AC
Senior Manager, U.S. Corporate Tax
ACCA Careers
Toronto, ON
- Full-time
…within a complex and dynamic regulatory framework. As a trusted advisor, you’ll deliver innovative, strategic plans that address clients’ cross-border needs and minimize tax…
Added 1 hour ago
M
Manager, National Tax Services
MNP
Markham, ON
- Full-time
…internally drive the success of our Tax practice. As a trusted advisor, you’ll work internally to support the delivery of tax services, the development and coordination of key training…
Added 1 hour ago
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Manager, National Tax Services
MNP
Toronto, ON
- Full-time
…internally drive the success of our Tax practice. As a trusted advisor, you’ll work internally to support the delivery of tax services, the development and coordination of key training…
Added 1 hour ago
A
Personal Banking Advisor - Calgary Marda Loop
ATB
Calgary, AB
- Full-time
Elevate Your Career as a Personal Banking Advisor at ATB Financial!
Added 1 hour ago
S
Services Lead, Stores - Full Time
sephora.com
Markham, ON
- $22.2 to $26.1 CAD / hour
- Full-time
Entrepreneurial Spirit. Demonstrate a strong understanding of the store’s sales performance and business opportunities. Ensure proper zoning on stage to support client needs. Adjust…
Added 1 hour ago
SM
Processing Center Advisor - GOAPRDJP000001031
S M Software Solutions Inc
AB · Edmonton, AB
- Full-time
We are seeking a Processing Center Advisor with experience in accurate data processing, data entry, business documentation, stakeholder coordination, compliance review, financial review,…
Added 1 hour ago
SM
GOAPRDJP000001031 - Processing Center Advisor
S M Software Solutions Inc
AB · Edmonton, AB
- Full-time
We are seeking a Processing Center Advisor to support the Government of Alberta’s government-funded child care programs. This primarily remote role will focus on reviewing funding claims,…
Added 1 hour ago
SM
Processing Center Advisor - GOAPRDJP000001031
S M Software Solutions Inc
AB · Edmonton, AB
- Full-time
We are seeking a Processing Center Advisor with experience in accurate data processing, data entry, business documentation, stakeholder coordination, compliance review, financial review,…
Added 1 hour ago
SM
GOAPRDJP000001031 - Processing Center Advisor
S M Software Solutions Inc
AB · Edmonton, AB
- Full-time
We are seeking a Processing Center Advisor to support the Government of Alberta’s government-funded child care programs. This primarily remote role will focus on reviewing funding claims,…
Added 1 hour ago
SM
GOAPRDJP000001031 - Processing Center Advisor
S M Software Solutions Inc
AB · Edmonton, AB
- Full-time
We are seeking a Processing Center Advisor to support the Government of Alberta’s government-funded child care programs. This primarily remote role will focus on reviewing funding claims,…
Added 2 hours ago
S
Beauty Advisor - Flex
sephora.com
Red Deer, AB
- $17 to $20 CAD / hour
- Full-time
Your role at Sephora Canada: As a Beauty Advisor, you'll be the face of Sephora Canada’s welcoming every client with warmth, confidence, and a passion for all things beauty. Through…
Added 2 hours ago
M
AI Business Solutions
Microsoft
Calgary, AB · Edmonton, AB · Vancouver, BC · Winnipeg, MB
- Full-time
Be a trusted advisor and drive business value through AI Transformation: Create business value by translating customer challenges into prioritized Copilot and agent scenarios aligned to…
Added 2 hours ago
AI Learning Associate Director - Learning and Development (18-month contract)
EY
Edmonton, AB · AB · Vancouver, BC · Victoria, BC · Winnipeg, MB · Dieppe, NB · St. John's, NL · Halifax, NS · London, ON · Ottawa, ON · Toronto, ON · ON · Saskatoon, SK · Waterloo, ON · Calgary, AB
As the AI Learning Associate Director, you will serve as a strategic advisor and learning capability leader responsible for shaping, scaling and activating EY Canada's AI learning strategy,…
Added 2 hours ago
WI
Senior Principal Engineer / Technical Director - Tailings & Mine Waste
WSP in Canada
Victoria, BC
- Full-time
Build and strengthen executive-level client relationships while acting as a trusted advisor on critical technical and business decisions.
Added 2 hours ago
EP
Technical Sales Representative - Laval
East Penn Canada: Backup Power Division
Montreal, QC
- Full-time
Company vehicles or car allowances, including gas cards, so you can focus on growing your business without worrying about expenses
Added 2 hours ago
WI
Senior Principal Engineer / Technical Director - Tailings & Mine Waste
WSP in Canada
Victoria, BC
- Full-time
Build and strengthen executive-level client relationships while acting as a trusted advisor on critical technical and business decisions.
Added 3 hours ago
RD
Associate, Wealth Management - 18 month contract
RBC Dominion Securities
Mississauga, ON
- Full-time
…the team in maintaining, developing and growing an Investment Advisor's business by providing clients exceptional service in an efficient and professional…
Added 3 hours ago
S
Financial Advisor - Yonge & Hillcrest, Toronto, ON (37.5 hours/week)
Scotiabank
Toronto, ON · North York, ON
- Full-time
Developing, retaining and growing the branch business by delivering against individual and team sales goals that support a positive customer experience

Manulife

Manager, Advisor Experience & Inforce Service Innovation

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

$79,700.00 CAD - $129,700.00 CAD · Full-time

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Applications open in a new tab.

Job details

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

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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