AVP, Life Insurance Operations

Manulife • Usa, MA

3d • Remote

About The Position

The AVP, Life Insurance Operations will lead critical Life Inforce operations spanning life payments, policy changes and information, licensing, commissions, and in-force policy administration. The role sets and executes operations strategy in alignment with U.S. Operations leadership and broader Life business priorities, while improving customer and producer experiences and building scalable capabilities that enable New Business growth.

The AVP leads transformation across front- and back-office operations, advances straight-through processing, and oversees a global workforce of onshore, offshore, and contingent talent. The role partners with U.S. Segment Operations and global, cross-functional teams to deliver accurate and efficient execution, strengthen controls, manage risk, and meet financial commitments. It also oversees policy administration, vendors, controls, and emerging risks to maintain timely service, quality, regulatory alignment, and proactive risk mitigation.

Requirements

• 10+ years of progressive leadership experience overseeing large-scale operations or administrative functions and delivering complex, enterprise-level initiatives.
• Proven success driving operational transformation, process automation, service excellence, and sustainable efficiency improvements.
• Deep understanding of the financial services industry, business operations, and the regulatory and risk considerations that shape operational decisions.
• Strong financial and commercial acumen, including experience developing business cases, evaluating investments, and managing financial commitments.
• Exceptional executive communication, influencing, negotiation, and conflict-resolution skills, with the ability to align senior stakeholders and cross-functional teams.
• Strategic, analytical, and solutions-oriented leadership, sound judgment, and ability to thrive in complex, evolving, and ambiguous environments.
• Demonstrated expertise in change management, organizational leadership, and building collaborative, high-performing teams.

Nice To Haves

• Postgraduate degree or relevant professional designation.

Responsibilities

• Set and execute the Life Inforce operations strategy in alignment with U.S. Operations leadership and broader Life business priorities.
• Lead end-to-end transformation of the customer and producer experience, integrating front- and back-office operations, advancing straight-through processing, and scaling shared capabilities.
• Direct a global workforce of 150+ employees and contingent resources, aligning talent to priority outcomes and fostering accountability, development, recognition, and company values.
• Drive operational excellence using performance metrics, business intelligence, industry benchmarks, centralized planning, and disciplined measurement of service, quality, efficiency, and financial impact.
• Partner across Operations, Distribution, Product, Shared Services, and global businesses to resolve cross-functional challenges, improve processes, and deliver scalable solutions that support growth.
• Oversee policy administration, vendors, controls, and emerging risks to ensure accurate and timely service, strong contract and quality management, regulatory alignment, and proactive risk mitigation.

Benefits

• Customizable 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.
• Retirement savings plans, including pension/401(k) savings plans, and a global share ownership plan with employer matching contributions.
• Financial education and counseling resources.
• Up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time per year in the U.S. (or more where required by law).
• Statutory leaves of absence.
• Incentive programs and incentive compensation tied to business and individual performance.
• Flexible work environment; support for learning, growth, well-being, and inclusion.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed