Head of Member Processing & US Oversight

Head Of Member Processing And Us Retirement Oversight

Head of Member Processing and US Retirement Oversight, is accountable for exceptional service delivery across member processing and all service lines in the US. We deliver more than 3,000,000 member transactions each year timeliness and accuracy are a must! This role requires a collaborative and transparent leader with a strong operational processing background, who can inspire and influence large teams to embrace and seek changes, engage stakeholders effectively, enhance operational efficiency and mitigate risk while maintaining or exceeding SLAs in a dynamic, high growth environment and delivering measurable outcomes aligned with our customer commitments. The role also partners closely with the Retirement Operations Transformation team to drive strategic initiatives and operational excellence.

Additionally, the position has oversight of more than 1,400 employees supporting US Retirement Services. The role requires working very closely with the peers on the delivery of the service strategy and building out the future digital strategy. They need to deliver an unbeatable customer experience consistently across the US. Leveraging deep customer insights and well-developed business unit acumen, this leader will oversee :

• Sponsor & Advisor Services for US Retirement : This function streamlines plan administration and enhance service delivery across our ecosystem. This team oversees the onboarding and ongoing support of thousands of plans, ensuring smooth coordination with TPAs, Advisors, Market Sources, and Sponsors. It also manages the accurate and timely execution of payroll-related financial transactions and recordkeeping.
• Sponsor Support : US Compliance services of the plan for our sponsors to ensure we remain compliant with industry regulation. Support Taft Hartley and DB segments in the US.

Key Accountabilities :

Qualifications :

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better.

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 recruitment@manulife.com.

Referenced Salary Location

USA, Massachusetts - Full Time Remote

Working Arrangement

Remote

Salary range is expected to be between $217,900.00 USD - $405,300.00 USD. If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife / John Hancock 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 / 401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.