Director, U.S. Retirement Operations

We’re looking for a Director, US Retirement Operations to join our Retirement Operations team at MBPS. In this role, you are expected to lead the strategic direction, operational performance, and talent development of the US Sponsor Onboarding and Third Party Services functions while ensuring exceptional service delivery, risk management, and stakeholder partnership across global teams.

Position Responsibilities:

• Lead and execute the strategic roadmap for US Sponsor Onboarding and Third Party Services, ensuring alignment with business objectives, location strategy, and operational goals.
• Oversee day-to-day operations, service delivery, workforce planning, and financial performance while ensuring compliance with regulatory and internal requirements.
• Build, develop, and mentor high-performing leaders and teams, fostering a culture of accountability, collaboration, and continuous improvement.
• Partner with US-based stakeholders and senior leaders to drive business outcomes, strengthen client relationships, and support operational excellence initiatives.
• Lead process improvement, transformation, and change management efforts that enhance efficiency, quality, client experience, and scalability.
• Monitor business performance through key metrics and reporting, proactively managing risks, audits, and operational issues while driving innovation and industry knowledge across the organization.

Required Qualifications:

• 10+ years of experience in Retirement Operations, Financial Services Operations, or a related field, with at least 5 years in a senior leadership capacity.
• Proven experience leading large-scale operations, service delivery, process improvement, and transformation initiatives within retirement or financial services environments.
• Strong experience managing operational KPIs, financial targets, risk and compliance requirements, and stakeholder relationships across global teams.
• Bachelor's degree in Business Administration, Finance, Management, or a related discipline.

Preferred Qualifications:

• Deep knowledge of US Retirement Services, Sponsor Onboarding, Third Party Services, and related regulatory requirements.
• Demonstrated success in leading offshore or global delivery teams supporting North American business functions.
• Strong executive presence with the ability to influence and collaborate effectively with senior leaders and business partners.
• Experience driving operational transformation, workflow optimization, and organizational change initiatives.
• Lean Six Sigma, Project Management, or other operational excellence certifications are an advantage.

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.

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 [email protected].

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