Manager, Learning – U.S. Retirement Operations (FutureChoice)

Overview

This role represents an opportunity to be at the forefront of transformation, innovation and service excellence for our U.S. Retirement business. You will help to shape our team as we stand up a new retirement recordkeeping and trust operations ecosystem including the complimentary tenets of people, process, technology and data. You will be instrumental in evolving a new culture focused on efficiently implementing and servicing new retirement business, transforming and growing our U.S. Retirement business, while maintaining our reputation for service excellence.   

We are seeking a visionary and execution-focused Manager of Learning to lead the end-to-end learning strategy for the foundational operations team supporting our new U.S. Retirement product offering, FutureChoice, delivering scalable, digital-first learning programs that support onboarding, servicing, and transformation from the build and transformation phase through to business as usual.

This leader will be accountable to the AVP, FutureChoice Operations, while reporting to the Director of the Learning & Change COE, and will work closely with the FutureChoice Operations leadership team to ensure readiness of the team to support onboarding and servicing of Sponsors, Advisors, and Participants/Members for our initial offer. They will also be responsible for evolving the learning strategy through product iterations and technology enhancements and establishing the standard employee onboarding, learning and development strategy for the fully established team. This role is critical to enabling operational readiness and excellence, ensuring our teams are equipped to deliver a best-in-class, digital-first customer experience.

Key Responsibilities

Learning Strategy & Execution

• Own the end-to-end learning strategy for FutureChoice Retirement Operations.
• Develop and deliver scalable, digital-first learning programs that support the FutureChoice customer experience vision, team culture and evolution.
• Translate strategic concepts into actionable learning plans and operational workstreams.
• Work closely with the Change & Learning COE leadership team to identify necessary integrations with and evolutions of our existing learning/knowledge strategies to meet the dynamic and evolving needs of our employees.

Operational Enablement

• Partner with Retirement Operations leaders to identify learning needs across Sponsor, Advisor, and Participant/Member servicing from onboarding to service and deconversion/rollover.
• Build learning solutions that support customer experience, process excellence and digital transformation.
• Ensure alignment with broader organizational change and transformation initiatives.

Leadership & Collaboration

• Lead in a global capacity with teams across North America and in the Philippines.
• Lead cross-functional collaboration with our Product, Service Delivery, Technology, and Change teams.
• Provide leadership and mentorship to learning professionals or contractors as the team scales.
• Act as a proactive, strategic thought partner to senior stakeholders.

Program Development & Delivery

• Design and deliver blended learning solutions including digital modules, live sessions, job aids, and performance support tools.
• Ensure learning programs are inclusive, accessible, and tailored to diverse audiences.

Measurement & Continuous Improvement

• Define success metrics and evaluate learning impact on operational performance.
• Continuously iterate learning programs based on feedback, data, and evolving business needs.

Qualifications

• Self-starter with proactive drive and initiative; thrives in ambiguity and transformation.
• Minimum 5 years of experience in a Learning & Development role, ideally within financial services or retirement operations.
• Strong knowledge of U.S. Retirement Plans and operational workflows.
• Proven leadership experience in a learning or enablement capacity.
• Experience developing and executing learning strategies in a digital-first organization.
• Strong understanding of customer experience principles and how they apply to operational learning.
• Excellent project management skills – able to set timelines, drive execution, deliver and report on results.
• Ability to translate strategic vision into tactical execution plans.

Why Join Us?

This is a rare opportunity to shape the future of retirement services at Manulife John Hancock. You’ll be at the forefront of a major transformation, helping build a new product and team, while driving learning excellence that empowers our people and enhances customer experience.

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, MassachusettsHybrid

Salary range is expected to be between

$90,225.00 USD - $162,405.00 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.)