We are seeking a Director, Continuous Improvement and Transformation Delivery to lead our continuous improvement capability, low-code solution delivery, and to support and lead large-scale transformation initiatives within Group Benefits (GB) Operations. This role is accountable for building and sustaining a high-performing Continuous Improvement (CI) capability across all Group Benefits Operations teams, including back-office functions as well as Disability and Life. In addition, this role owns the delivery of Group Benefits Operations low-code solutions using Microsoft Power Platforms and serves as the GB Operations lead for enterprise transformation initiatives spanning Canada Operations.

This role is ideal for a highly motivated, collaborative leader who thrives in a complex, senior-stakeholder environment and is passionate about driving meaningful change. The Director combines people leadership, CI portfolio oversight, hands-on operational excellence leadership, and low-code technology delivery. Your strategic foresight, analytical rigor, and leadership will be instrumental in delivering high-impact operational outcomes, enhancing operational efficiency, and elevating the customer experience.

Position Responsibilities:

Continuous Improvement Leadership

• Own and mature the Continuous Improvement capability across all Group Benefits Operations teams, including all back-office functions, Disability, and Life.

  Set the strategic direction, operating model, governance, and standards for CI delivery across GB Operations.

• Ensure consistent, rigorous application of Lean, Six Sigma, and structured problem-solving methodologies.

• Act as the executive escalation point for complex, cross-functional, and systemic operational challenges.

• Be accountable for sustained, measurable outcomes including capacity release, cycle time reduction, quality improvement, and service performance.

People Leadership & Capability Development

• Lead, coach, and develop managers and senior CI practitioners, building a strong bench of CI leadership capability.
• Set clear expectations for delivery quality, professional standards, and outcomes across the CI organization.
• Foster a culture of accountability, learning, and continuous improvement.
• Support talent development, succession planning, and progression of CI leaders and practitioners.

CI Portfolio Ownership & Governance

• Own the CI portfolio across Group Benefits Operations, ensuring initiatives are prioritized based on strategic alignment, impact, readiness, and capacity.
• Partner with Directors and AVPs to identify enterprise-level improvement opportunities and trade-offs.
• Review and challenge problem statements, analyses, solution designs, and benefits cases to ensure rigor and consistency.
• Provide executive-level reporting and insights on CI performance, risks, dependencies, and outcomes.

Low-Code Solution Delivery (Power Platform)

• Own delivery of Group Benefits Operations low-code solutions leveraging the Microsoft Power Platform.
• Partner with IT, Product, Security, and Risk to ensure solutions are scalable, secure, and compliant.
• Establish delivery standards, intake, prioritization, and governance for low-code initiatives.
• Ensure solutions deliver tangible operational value and are embedded into business processes with appropriate change support.

Transformation Delivery & Enterprise Partnership

• Support and lead large-scale transformation initiatives spanning Canada Operations, acting as the primary delivery lead for Group Benefits Operations.
• Partner with Technology, Operations, and Risk to ensure operational readiness and adoption.
• Ensure CI, low-code delivery, and transformation initiatives are tightly integrated and mutually reinforcing.

Required Qualifications:

• Experience within Group Benefits, Insurance, or Financial Services operations.
• Experience integrating process improvement with technology enablement (automation, workflow tools, analytics, low-code platforms).

Preferred Qualifications:

• Demonstrated experience driving the introduction, automation, and continuous improvement of workflow tools and platforms is a strong asset.
• Familiarity with change management, benefits realization, and enterprise transformation frameworks.
• Experience operating within agile or hybrid delivery environments.

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.

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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

$118,300.00 CAD - $168,300.00 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 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.