As we continue to look for new solutions to improve our retirement plan recordkeeping capabilities and improved customer experiences, our business is focused on reaching our bold ambition while we help people around the world save and invest so they can confidently achieve their retirement goals.

This role represents an opportunity to be at the forefront of transformation, innovation, and service excellence for our U.S. Retirement business within the Global Wealth and Asset Management (GWAM) segment. The Director of Retirement Operations – Payroll Services will lead and manage the development of a comprehensive Payroll Strategy. This will include conducting a market analysis to compare the FutureChoice Initial Offer (IO) to industry standards, creating a business case for change including a market competitive offer at or as soon as practicable after go live and integrating payroll process automation and data standards to support product development, client onboarding and ongoing payroll servicing.

The ideal candidate will have a strong background in retirement plan administration, product management and operations, exceptional project management skills, and the ability to lead cross-functional teams that work collaboratively to design creative solutions while always having the customer at the forefront of their thinking.

They will work closely with our Operations, Transformation, Sales, Service, Technology and Product Teams. Applicants require background and experience in analytical roles, a proven ability to work closely with various stakeholders, and a strong desire to learn what is needed to properly support the business for the future.

Key Responsibilities:

Leadership and Team Management: Build and lead high-performing teams. Provide guidance, training, and mentorship to foster a culture of innovation, engagement, and continuous improvement. Assess current state Payroll Strategy for FutureChoice, develop a business case for change to ensure market competitive offer at or as soon as practicable after go-live.
Project Oversight: Lead Operations Payroll strategy and delivery, encompassing all phases from planning thru execution to integrate payroll process automation and data standards to support product development, client onboarding and ongoing payroll servicing.
Strategic Planning: Develop and implement a comprehensive transition strategy aligned with organizational transformation goals, ensuring data accuracy, security, and availability. Work closely with client-facing leaders understand market requirements and differentiators by highlighting their benefits. Manage resource planning and allocation to ensure optimal utilization of personnel, budget, and technology.
Risk Management: Conduct thorough analysis to identify potential risks in file and data mapping and develop strategies to mitigate these risks, ensuring business continuity.
Performance Measurement: Define and monitor KPIs to evaluate the success of Payroll Sponsor Services. Continuously optimize processes to improve efficiency, effectiveness, and client satisfaction.
Stakeholder Engagement: Collaborate with internal teams, including Sales, Relationship Management, Product, Compliance, and IT, to coordinate development including processes and procedures. Serve as the primary contact Payroll Sponsor Services, ensuring clear communication and addressing concerns as they arise.
Regulatory Compliance: Ensure compliance with regulatory requirements and industry standards.
Reporting: Prepare and present regular updates and status reports to senior management and stakeholders.
Additional Responsibilities: Perform other duties as assigned.

What do you bring to the table

You love seeing your team and members of your team succeed.
You love driving progress forward – even when there is still a lot to figure out.
You never lose sight of the customer - their needs and their experience in doing business with us is always at the forefront of your thinking.

Qualifications

Expert-level knowledge of US Retirement recordkeeping platforms and ecosystems.
US Retirement Industry experience transforming Payroll Sponsor Services.
Knowledge of Payroll Services providers in the external marketplace.
Vendor management and negotiations.
Six Sigma / BPI or Agile experience.
Proven ability to lead and collaborate.
Strong analytical skills and requirement gathering experience in project management.
Excellent customer service, communication and interpersonal skills.
Technologically savvy with a passion for learning and innovation.
A positive and proactive results-oriented attitude.

Preferred Experience/Skills

Bachelor's degree in Business Administration, Finance, or a related field.
Minimum of 5-10 years of experience in retirement plan administration, with a focus on US Retirement Plans, product management, and/or payroll processing across multiple recordkeeping platforms.
3-5 years management experience; demonstrated leadership ability and presence.
Strong risk assessment skills and attention to detail.
Proven project management experience, with a PMP certification preferred.
In-depth knowledge of ERISA regulations and compliance requirements related to US Retirement plans.
Ability to build and maintain relationships, develop partnerships, and gain consensus while focusing on professionalism.
Flexibility, adaptability, agility – the capability to innovate and evolve while working through ambiguities associated with new processes, new systems, and new products.
Strong leadership, organizational skills and experience managing cross-functional teams with the ability to work under pressure.
Detail-oriented with strong analytical and expert problem-solving abilities.

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 recruitment@manulife.com.

Referenced Salary Location

Boston, Massachusetts

Working Arrangement

Hybrid

Salary range is expected to be between

$120,750.00 USD - $217,350.00 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.

Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify I Pay Transparency

Company: John Hancock Life Insurance Company (U.S.A.)

Director, Retirement Operations