Director, Mass Markets

Manulife

. Lead the design of the national Mass Markets advisor support strategy and future-state service model across Insurance and Guaranteed Wealth .

Posted 11/12/2026full-timeWaterloo • CanadaLead💰 CA$136,290 - CA$186,290 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading complex service model design and operational transformation initiatives within the financial services sector, with a strong focus on advisor support strategies and digital adoption. Proficient in utilizing data-driven insights to influence stakeholders and develop actionable recommendations that drive measurable business outcomes.

Highest-signal resume keywords

Service Model DesignOperational TransformationAdvisor Support StrategyDigital AdoptionStakeholder Alignment

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Financial ServicesInsurance ProductsWealth ManagementOperational ProcessesData AnalysisProcess ImprovementAutomationDecision-MakingFuture-State Strategy DevelopmentPerformance Measurement

Soft Skills

Executive CommunicationNegotiationRelationship BuildingInfluencing Without AuthorityJudgment in Ambiguity

Certifications & Qualifications

Post-Secondary Degree in BusinessAdvanced Degree (Asset)

Industry Keywords

Advisor Servicing EcosystemsDistribution ModelsIndependent AdvisorsNational AccountsCross-Functional Collaboration

About the role

Key responsibilities & impact

Lead the design of the national Mass Markets advisor support strategy and future-state service model across Insurance and Guaranteed Wealth
Create an integrated target operating model across the advisor journey, including service standards, channel strategies, ownership, hand-offs, escalation paths and success measures
Use advisor feedback, demand patterns, service data and operational insights to identify gaps, simplify processes, improve first-contact resolution and develop decision-ready recommendations and business cases
Advance digital-first support through self-service, automation, proactive communications and intelligent routing while preserving human support when value, complexity or risk warrants intervention
Influence cross-functional partners and senior leaders to align priorities, establish governance, manage risk and transition approved model components to accountable functions
Establish governance, performance measures and escalation frameworks to support operational readiness, manage risk and deliver measurable business and advisor outcomes

Requirements

What you’ll need

10 years of relevant, progressively senior experience in financial services, insurance, wealth, operations, distribution support, relationship management or a related field
Proven experience leading complex, cross-functional service model design, operating model development or transformation initiatives in a customer-centric environment
Strong knowledge of Insurance and Guaranteed Wealth products, distribution models, advisor servicing ecosystems and operational processes
Demonstrated ability to use data and operational insights, influence without authority, build stakeholder alignment and translate strategy into actionable roadmaps, recommendations and measurable outcomes
Post-secondary degree in business or a related discipline, or equivalent relevant experience; an advanced degree is an asset
Experience developing future-state strategies and transitioning approved designs to accountable business owners
Strong understanding of independent advisors, national accounts and distribution back-office partners
Experience leading digital adoption, continuous improvement, automation or organizational change
Excellent executive communication, negotiation and relationship-building skills, with sound judgment in managing ambiguity, competing priorities and high-impact issues
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

Benefits

Comp & perks

Flexible work environment
Health insurance
Dental insurance
Mental health benefits
Vision insurance
Short- and long-term disability insurance
Life and AD&D insurance coverage
Adoption/surrogacy benefits
Wellness benefits
Employee/family assistance plans
Retirement savings plans
Pension
Global share ownership plan with employer matching contributions
Financial education and counseling resources
Paid holidays, vacation, personal, and sick days
Statutory leaves of absence
Learning and career development support
Incentive compensation tied to business and individual performance