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Added 12 mins ago
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Jr. Product Engineer
Semtech
Burlington, ON · CAN - Burlington, ON
- Full-time
…high-quality products that exceed customer expectations and drive business success - and our versatile, results-driven team makes it…
Added 12 mins ago
A
Consulting Manager - Utilities Customer Experience and Transformation
Accenture
Montreal, QC
- Full-time
Accenture’s Utilities Industry and Enterprise group is seeking a Management Consultant Manager, Utilities, to help shape the next chapter of our Utilities Customer practice in Canada. This…
Added 26 mins ago
M
Delivery Lead, Media Operations
Monks
Toronto, ON
- Full-time
…digital platforms, and use them well, to achieve media and business goals. We ensure consistency, governance, and support around platform usage and activation activities, and aid in all…
Added 27 mins ago
SS
Accountant, Operations Finance
Sienna Senior Living
Markham, ON
- Full-time
What You’ll Be Doing: Reporting to the Manager, Operations Finance, the Accountant, Operations Finance is responsible for preparing monthly financial statements and other business units,…
Added 27 mins ago
C&
Assistant Facilities Manager
Cushman & Wakefield
Toronto, ON
- Full-time
Under the strategic direction of the Facilities Manager, the Assistant Facilities Manager plays a pivotal role in ensuring the seamless operation of a designated facility, portfolio of…
Added 42 mins ago
RB
Senior Manager, Risk Management & Compliance
Royal Bank of Canada
Halifax, NS · Toronto, ON
- Full-time
Use data driven analytics and business intelligence to correlate risk across risk stripes and identify key areas of risk and leading risk indicators.
Added 56 mins ago
WC
(CAN) Manager, Specialty Compliance and Ethics - IF– Level II Testing & Monitoring
Walmart Canada
Mississauga, ON
- Full-time
Position Summary...The Manager, Specialty Compliance and Ethics - Level II Testing & Monitoring executes risk-based compliance reviews and drives continuous improvement across the…
Added 57 mins ago
OO
Financial Accounting, Reporting, and Systems Analyst, Financial Analyst
Office of the Superintendent of Financial Institutions Canada
Ottawa, ON · Toronto, ON
- Full-time
Reporting to the Manager, Financial Accounting and External reporting, the Financial Accounting, Reporting and Systems Analyst supports financial accounting, reporting, and financial…
Added 57 mins ago
OO
Managing Director - Private Pension Plans
Office of the Superintendent of Financial Institutions Canada
Toronto, ON
- Full-time
A degree from a recognized post-secondary institution with specialization in business, commerce, economics, finance, mathematics, actuarial science, accounting, or another related field
Added 57 mins ago
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Comptable de Fonds Sénior/Senior Fund Accountant
Sagard
Montreal, QC
- Full-time
Sagard peut utiliser des outils automatisés, y compris l’intelligence artificielle, pour soutenir certaines étapes du processus de recrutement et de sélection.
Added 1 hour ago
QP
Manager, AI Delivery
QuadReal Property Group
Calgary, AB · Vancouver, BC · Toronto, ON
- Full-time
The AI & Digital Innovation team builds and runs AI products used across QuadReal, from document intelligence and underwriting support to agentic workflows connected to our core platforms.…
Added 1 hour ago
QP
Area Manager, Self-Storage
QuadReal Property Group
Vancouver, BC
- Full-time
Reporting to the Director, Self Storage Operations, the Area Manager, Self Storage is responsible for leading facility-level operations and execution across a designated portfolio of…
Added 1 hour ago
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Customer Success Manager
Amadeus
Ottawa, ON
- Full-time
Experience using business intelligence and visualization tools such as Tableau or Qlik.
Added 1 hour ago
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Bilingual Talent Acquisition Partner, Retail (Contract)
sephora.com
Montreal, QC
- Full-time
…strategies, recruitment events, and talent planning. Reporting to the Manager, Talent Acquisition, this is an exciting opportunity to make a meaningful impact on a growing business while…
Added 1 hour ago
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Assistant Planner
sephora.com
Toronto, ON
- Full-time
Consult with the Planning Manager to ensure appropriate WOS levels, work with brands on ETA for back in-stock, and communicate with the leader
Added 1 hour ago
CO
Application & Integration Technical Analyst
City of Saint John
Saint John, NB
- Full-time
Under the direction of the designated IT Manager, the Application and Integration Technical Analyst is a technical lead responsible for system architecture, data strategy, and integration…
Added 1 hour ago
SH
Diversity, Equity, Inclusion and Accessibility Associate - TFT
Southlake Health Community
Newmarket, ON · Southlake Health
- Full-time
The Associate for Diversity, Equity and Inclusion (DEI) will work collaboratively with the Program Manager, DEI and Manager, Patient Relations and Patient Experience to support the…
Added 1 hour ago
AM
Assistant Funeral Home Manager
Arbor Memorial Inc.
Hamilton, ON
- Full-time
…package. We are invested in a culture of learning throughout our business and dedicated to providing health and wellness resources for all employees and their families. We also provide a…
Added 1 hour ago
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IMPONEXPO BUILDER COHORT
ImpoNexpo
Toronto, ON
- Full-time
…entering a stage that requires additional depth in artificial intelligence, engineering, product, data and…
Added 1 hour ago
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Regional Manager
HOOPP (Healthcare of Ontario Pension Plan)
Toronto, ON · CA ON Toronto
- $86,000 to $131,000 CAD / year
- Full-time
…for providing a range of education; acting as a relationship manager, providing training and support to a block of participating employers and their employees to meet client needs and…
Added 1 hour ago
MF
District Sales Associate
Mackenzie Financial Corporation
Toronto, ON · Greater Toronto Area, ON
- Other
…the position of District Sales Associate. Reporting to the Manager, District Sales Associates, the successful candidate’s primary responsibility is to provide administrative support sales…
Added 1 hour ago
MF
Business Development Manager
Mackenzie Financial Corporation
Toronto, ON · Greater Toronto Area, ON
- Other
As a Business Development Manager, you will be a key driver of sales success and advisor engagement across Canada. Your ambition, communication skills, and proactive mindset will help you…
Added 1 hour ago
MF
Business Development Manager
Mackenzie Financial Corporation
Vancouver, BC
- Other
As a Business Development Manager, you will be a key driver of sales success and advisor engagement across Canada. Your ambition, communication skills, and proactive mindset will help you…
Added 1 hour ago
MF
Business Development Manager (Asian Services)
Mackenzie Financial Corporation
Vancouver, BC
- Other
As a Business Development Manager, you will be a key driver of sales success and advisor engagement across Canada. Your ambition, communication skills, and proactive mindset will help you…
Added 1 hour ago
MF
Business Development Manager
Mackenzie Financial Corporation
Montreal, QC
- Other
As a Business Development Manager, you will be a key driver of sales success and advisor engagement across Canada. Your ambition, communication skills, and proactive mindset will help you…

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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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.

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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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