Manager, Advisor Experience

Manulife is a leading international financial services provider, helping people make decisions easier and lives better. Help shape the future you want to see — and discover that better can take you anywhere you want to go.

As a Manager, Advisor Experience, you will play a key role within the Canadian Wealth division as part of Manulife Wealth Advisory Operations. This position is responsible for the day-to-day leadership and management of advisor support analysts who primarily support the top 50 branches across Manulife Wealth, while also maintaining the flexibility to support the broader advisor network as business needs evolve.

This role is critical in delivering a high-quality advisor experience through effective team coordination, operational excellence, and consistent, scalable support services.

You will engage with our back-office, advisors, and internal stakeholders to establish new and improve existing processes, ensuring optimal efficiency while adhering to all compliance and regulatory standards. We seek a proactive, motivated, and innovative problem solver who thrives in a dynamic and rapidly changing environment.

Position Responsibilities:

50% Management

• Ensure compliance with company procedures and industry regulations

• Day to day management of customer support/Nexus team

• Develop business metrics to focus staff efforts and measure business results

• Evaluate workflow process for improvement opportunities

• Provide management support for escalated issues

• Support change management

• Represent team while interfacing with other business units and/or outside partners

• Coach team through training, skills development, objective setting, and performance measurement

• Ensure timely completion/accuracy of all teams’ responsibilities

• Understand metrics and formulate strategy through business needs and forecasting

• Build and maintain positive relationships with all key business partners

• Effectively communicate in all directions and levels in the organization with appropriate frequency and speed, know the language of the businesses and express ideas and values with clarity

• Understand gaps in business processes and formulate business cases for improvements

• Proactively drive improvements and synergies across teams

• Conduct regular team meetings

• Work on strategic initiatives to drive expense reduction and streamlined processes

25% Leadership

• Develop employees and foster a positive working environment

• Promote and foster a customer-centric environment through coaching of staff

• Mentoring, coaching and developing staff

• Promote associate engagement

25% Reporting and Project Participation

• • utilizing data from different sources to identify issues and recommend solutions

• • Provide regular status updates to leadership on trends, areas of opportunity, risks and considerations

• • Participate in projects, branch champions discussions and process improvement discussions as needed

Required Qualifications:

• Bachelor's Degree preferably in a business-related field

• 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.

• 1-3 years management experience

• 5-7 years industry experience

Preferred Qualifications:

• Demonstrated passion for providing client-centric solutions

• Demonstrated leadership ability

• Demonstrated ability to prioritize and manage time effectively in a multi-tasking environment

• Demonstrated ability to work independently

• Excellent communications, influencing, and conflict-management skills with audiences from frontline peers to senior management, external partners, and advisors.

• Demonstrated ability to use sound judgement and analytical decision-making; looking at data from multiple sources to identify issues and recommend creative, balanced solutions.

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 [email protected].

Referenced Salary Location

Waterloo, OntarioHybrid

Salary range is expected to be between

$85,300.00 CAD - $135,300.00 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 [email protected] 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 [email protected] 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.