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Added 19 mins ago
Senior System Support Analyst
IBM
Ottawa, ON
$147,050 to $190,300 CAD / year
Full-time
As an Infrastructure Specialist in Platform Engineering Services, you will act as a trusted advisor to Client IT, providing expertise in infrastructure, security, and risk management. Your…
Added 19 mins ago
Senior Client Services Specialist
Avison Young | Canada
Calgary, AB
Full-time
…navigate multiple corporate functions, including global lines of service and corporate centers of excellence. You possess strong interpersonal skills and are willing to take on diverse…
Added 19 mins ago
Senior Compliance Officer
KellyOCG
Ottawa, ON
$50 to $53 CAD / hour
Contract
Lead the preparation and execution of internal and external audits across assigned Cloud Service, ensuring compliance with established corporate policies/standards, industry standards, and…
Added 35 mins ago
Director & Human Resources Business Partner | Great West
The Canada Life Assurance Company
Toronto, ON
This role will report to an Assistant Vice President or Vice President level business partner and work directly with senior executives within their business unit (EVP, SVP and VP level…
Added 35 mins ago
Chief Operating Officer (COO)
Myant Shared Service Corp.
Mississauga, ON
Full-time
Establish operational metrics and accountability for clinical capacity, service delivery, turnaround times and customer/patient experience.
Added 49 mins ago
Senior Financial Advisor (Woodgrove Branch)
First West
Nanaimo, BC
The Senior Financial Advisor provides exceptional customer service to a portfolio of members by offering a full range of investment, deposit and complex lending services. The Senior…
Added 1 hour ago
Director HR, Total Rewards
Celestica International LP
Toronto, ON
…growth, and remain competitive. The Director acts as a key advisor to executive leadership on global sales incentive trends, performance metrics, and benchmarking to attract and retain top…
Added 1 hour ago
Product Design Strategist
Desjardins
Toronto, ON
Full-time
…at the intersection of product strategy, experience design, service design, customer experience, and digital innovation. The Product Design Strategist will be responsible for defining and…
Added 2 hours ago
Advisor eCommerce Growth, Marketplaces Ontario
Metro Inc.
Toronto, ON · Etobicoke, ON
Full-time
Reporting to the Senior Manager, eCommerce Growth Ontario, the Advisor, eCommerce Growth Ontario is responsible for supporting the growth, performance and ongoing development of third-party…
Added 2 hours ago
Technical Customer Success /AI Observability Consultant
Tek Leaders Inc
Montreal, QC
Contract
…satisfaction Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services Develop and maintain customer-success strategies and…
Added 2 hours ago
Advisor, eCommerce Growth Ontario - Food Basics
Metro Inc.
Toronto, ON · Etobicoke, ON
Full-time
Reporting to the Senior Manager, eCommerce Growth Ontario, the Advisor, eCommerce Growth Ontario – Food Basics is responsible for supporting the growth, performance and ongoing development…
Added 2 hours ago
Financial Controller
Renewal By Andersen of British Columbia
Vancouver, BC
$130,000 to $150,000 CAD / year
Full-time
Renewal by Andersen is the full-service replacement division of Andersen Corporation, a 125-year-old brand and one of North America’s most recognized names in windows and doors. In British…
Added 2 hours ago
Senior Manager, Sales Effectiveness
BMO
Toronto, ON · BMOPLACE
Full-time
Provides strategic input into business decisions as a trusted advisor.
Added 2 hours ago
Senior Talent Acquisition Advisor (12 Month Contract)
The Canada Life Assurance Company
Winnipeg, MB · London, ON · Toronto, ON · Montreal, QC
We’re hiring a Senior Talent Acquisition Advisor to join our Canada Life Talent Acquisition team. In this role, you’ll lead full-cycle recruitment across key business areas, with a focus on…
Added 2 hours ago
Manager, Advisor Experience & Inforce Service Innovation
Manulife
Toronto, ON · Waterloo, ON · Montreal, QC · Halifax, NS
Full-time
The Manager, Advisor Experience & Inforce Service Innovation defines and executes Specialized Lending’s post-funding service model. The role leads portfolio servicing and surveillance,…
Added 3 hours ago
Senior Talent Acquisition Advisor (12 Month Contract)
Canada Life
London, ON
Full-time
We’re hiring a Senior Talent Acquisition Advisor to join our Canada Life Talent Acquisition team. In this role, you’ll lead full-cycle recruitment across key business areas, with a focus on…
Added 3 hours ago
Senior Talent Acquisition Advisor (12 Month Contract)
Canada Life
Toronto, ON
Full-time
We’re hiring a Senior Talent Acquisition Advisor to join our Canada Life Talent Acquisition team. In this role, you’ll lead full-cycle recruitment across key business areas, with a focus on…
Added 3 hours ago
Senior Talent Acquisition Advisor (12 Month Contract)
Canada Life
Winnipeg, MB
Full-time
We’re hiring a Senior Talent Acquisition Advisor to join our Canada Life Talent Acquisition team. In this role, you’ll lead full-cycle recruitment across key business areas, with a focus on…
Added 3 hours ago
Senior Talent Acquisition Advisor (12 Month Contract)
Canada Life
Montreal, QC
Full-time
We’re hiring a Senior Talent Acquisition Advisor to join our Canada Life Talent Acquisition team. In this role, you’ll lead full-cycle recruitment across key business areas, with a focus on…
Added 3 hours ago
Senior Service Designer
Aviso Wealth
Remote, Canada
$95,000 to $105,000 CAD / year
Full-time · Remote
Reporting to the Director, Service Design, the Senior Service Designer is responsible for leading complex CX initiatives and managing a portfolio of strategic customer journeys across…
Added 3 hours ago
Senior Manager, Engineering
Scotiabank
Toronto, ON
…together to deliver, support, and maintain the platforms that service multiple domains such as client, advisor, and asset management…
Added 3 hours ago
Senior Advisor, Research Contracts and Agreements
University of Ottawa
Ottawa, ON · Tabaret Hall
Full-time
The Senior Advisor, Research Contracts and Agreements leads the planning, development, drafting, review, negotiation, execution, and handoff of research contracts and agreements. Reporting…
Added 3 hours ago
Senior Advisor, Business strategies
Desjardins
Montreal, QC · Levis, QC
Full-time
As a senior business strategy advisor, you help develop plans and business intelligence; monitor business plans and performance; set targets; identify opportunities to improve service…
Added 4 hours ago
Senior Sales Engineer - Data Protection
N-able
ON
Full-time
We are seeking a highly skilled and customer‑focused Pre‑Sales Engineer to support our sales organization, partners, and prospective customers. In this role, you will deliver compelling…
Added 4 hours ago
Senior Research Director, Customer Success - Automotive
NielsenIQ
Toronto, ON
Full-time
NIQ is seeking a Canada-based Senior Research Director, Customer Success - Automotive to lead our relationship with a major automotive manufacturer across the U.S. and Canadian markets.…

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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