The Director, Mass Markets is a senior individual contributor responsible for designing the national strategy and future-state service model for mass market advisor support across Insurance and Guaranteed Wealth. This role brings together business strategy, advisor experience, digital enablement and operational expertise to create a coordinated, scalable experience for low-touch and no-touch business from case submission through inforce servicing. Working across Sales, Delivery, Relationship Management, Operations, Product, Digital, Technology, Risk, Compliance and the Contact Centre, the Director will build alignment on service pathways, accountabilities, hand-offs and measures of success. This is an opportunity to shape a high-impact transformation, influence enterprise partners and deliver practical recommendations that improve advisor experience, enable growth and reduce avoidable demand.
Position Responsibilities:
- 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, with clear 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 the functions best positioned to own and sustain them.
- Establish governance, performance measures and escalation frameworks that support operational readiness, manage risk and ensure the future-state model delivers measurable business and advisor outcomes.
Required Qualifications:
- 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.
Preferred Qualifications:
- 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.
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.
#LI-HYBRID
The role being advertised is an existing vacancy.
Referenced Salary Location
CAN, Ontario, Waterloo, 500 King Street North
Hybrid
Base salary range is expected to be between
$136,290.00 CAD - $186,290.00 CAD
Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual base 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 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 for more information about U.S.-specific paid time off provisions.
