Manager - Deposits, Billing and Commissions

Sponsor Financial Services (SFS) is responsible for the timely and accurate administration of sponsor financial transactions, including premium allocation, billing, receivables management, commissions, and financial integrity activities. The Manager, Deposits, Billing & Commissions plays a critical leadership role in ensuring the accuracy, effectiveness, and control of these functions while driving operational excellence, service quality, and continuous improvement initiatives.

Reporting to the Director, Sponsor Financial Services, this position leads 2 teams responsible for deposits, billing, and commission administration and works closely with internal stakeholders across Finance, Risk Management, Underwriting, Sales, and Financial Integrity & Controls to ensure accurate financial outcomes and strong operational controls.

Position Responsibilities:

Financial Operations & Oversight

• Provide leadership and oversight for the accurate allocation of sponsor premium payments and administration of billing activities.
• Ensure commissions are calculated, validated, and paid accurately to advisors and in accordance with established policies and controls.
• Monitor and manage suspense accounts, unallocated funds, and aged financial exceptions to ensure timely resolution.
• Assess and mitigate financial risks related to misallocated funds, billing inaccuracies, commission discrepancies, and other financial exceptions.
• Maintain effective financial controls to support the accuracy, completeness, and integrity of billing, deposits, and commission processes.
• Apply advanced understanding of Payment-to-Report (P2R) and Cash Receipt-to-Financial Reporting processes.

Leadership & People Management

• Lead and develop two operational teams responsible for Deposits/Billing and Commissions.
• Foster a high-performance culture through coaching, mentoring, employee engagement, and talent development.
• Establish clear performance expectations and accountability measures.
• Support career development and succession planning initiatives while promoting an inclusive and collaborative work environment.

Stakeholder Engagement and Management

• Build strong partnerships with key stakeholders across IT, Finance, Sales, Underwriting, Risk Management, and Financial Integrity & Controls.
• Collaborate with cross-functional partners to ensure the completeness, accuracy, and effectiveness of Sponsor Financial Services activities.
• Provide oversight and governance of SFS operational partners in the Philippines responsible for back-office processing activities related to deposits, billing, and commissions.
• Escalate and resolve issues proactively while maintaining strong stakeholder relationships.

Performance Management & Operational Excellence

• Monitor, analyze, and report on key performance indicators (KPIs), service level agreements (SLAs), and operational metrics.
• Identify trends, risks, and opportunities for improvement, implementing corrective actions as required.
• Drive operational efficiencies and service enhancements through process optimization and strong governance practices.
• Ensure operational processes remain compliant, scalable, and aligned with business objectives.

AI, Automation & Continuous Improvement

• Identify, evaluate, and implement opportunities to leverage artificial intelligence, automation, and emerging technologies.
• Lead initiatives that improve operational efficiency, service quality, accuracy, and productivity.
• Champion a culture of innovation and continuous improvement.
• Utilize data-driven insights to enhance operational performance and customer outcomes.

Required Qualifications:

• Bachelor's degree in Finance, Commerce, Business Administration, Accounting, or a related discipline.
• 3-5 years of progressive leadership experience managing financial operations, billing, commissions, receivables, accounting, or related functions.
• Experience leading multiple teams and developing high-performing employees.

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Preferred Qualifications:

• Demonstrated ability to analyze complex financial issues and assess operational and financial impacts.
• Strong stakeholder management and relationship-building skills across multiple business functions.
• Experience establishing, monitoring, and reporting on KPIs and service-level commitments.
• Proven ability to lead transformational, automation, or process improvement initiatives.
• Strong analytical, problem-solving, and decision-making capabilities.
• Excellent communication, presentation, and influencing skills.

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

Waterloo, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$70,500.00 CAD - $117,500.00 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.