Director, Continuous Improvement and Transformation Delivery

Manulife • Waterloo, ON

7d • CA$118,300 - CA$168,300 • Hybrid

About The Position

We are seeking a Director, Continuous Improvement and Transformation Delivery to lead our continuous improvement capability, low-code solution delivery, and to support and lead large-scale transformation initiatives within Group Benefits (GB) Operations. This role is accountable for building and sustaining a high-performing Continuous Improvement (CI) capability across all Group Benefits Operations teams, including back-office functions as well as Disability and Life. In addition, this role owns the delivery of Group Benefits Operations low-code solutions using Microsoft Power Platforms and serves as the GB Operations lead for enterprise transformation initiatives spanning Canada Operations. This role is ideal for a highly motivated, collaborative leader who thrives in a complex, senior-stakeholder environment and is passionate about driving meaningful change. The Director combines people leadership, CI portfolio oversight, hands-on operational excellence leadership, and low-code technology delivery. Your strategic foresight, analytical rigor, and leadership will be instrumental in delivering high-impact operational outcomes, enhancing operational efficiency, and elevating the customer experience.

Requirements

• Experience within Group Benefits, Insurance, or Financial Services operations.
• Experience integrating process improvement with technology enablement (automation, workflow tools, analytics, low-code platforms).

Nice To Haves

• Demonstrated experience driving the introduction, automation, and continuous improvement of workflow tools and platforms is a strong asset.
• Familiarity with change management, benefits realization, and enterprise transformation frameworks.
• Experience operating within agile or hybrid delivery environments.

Responsibilities

• Own and mature the Continuous Improvement capability across all Group Benefits Operations teams, including all back-office functions, Disability, and Life.
• Set the strategic direction, operating model, governance, and standards for CI delivery across GB Operations.
• Ensure consistent, rigorous application of Lean, Six Sigma, and structured problem-solving methodologies.
• Act as the executive escalation point for complex, cross-functional, and systemic operational challenges.
• Be accountable for sustained, measurable outcomes including capacity release, cycle time reduction, quality improvement, and service performance.
• Lead, coach, and develop managers and senior CI practitioners, building a strong bench of CI leadership capability.
• Set clear expectations for delivery quality, professional standards, and outcomes across the CI organization.
• Foster a culture of accountability, learning, and continuous improvement.
• Support talent development, succession planning, and progression of CI leaders and practitioners.
• Own the CI portfolio across Group Benefits Operations, ensuring initiatives are prioritized based on strategic alignment, impact, readiness, and capacity.
• Partner with Directors and AVPs to identify enterprise-level improvement opportunities and trade-offs.
• Review and challenge problem statements, analyses, solution designs, and benefits cases to ensure rigor and consistency.
• Provide executive-level reporting and insights on CI performance, risks, dependencies, and outcomes.
• Own delivery of Group Benefits Operations low-code solutions leveraging the Microsoft Power Platform.
• Partner with IT, Product, Security, and Risk to ensure solutions are scalable, secure, and compliant.
• Establish delivery standards, intake, prioritization, and governance for low-code initiatives.
• Ensure solutions deliver tangible operational value and are embedded into business processes with appropriate change support.
• Support and lead large-scale transformation initiatives spanning Canada Operations, acting as the primary delivery lead for Group Benefits Operations.
• Partner with Technology, Operations, and Risk to ensure operational readiness and adoption.
• Ensure CI, low-code delivery, and transformation initiatives are tightly integrated and mutually reinforcing.

Benefits

• 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.
• 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.
• various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources.
• 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.

What This Job Offers

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