Manager, Advisor Experience

Manulife•Waterloo, ON

5d•CA$85,300 - CA$135,300•Hybrid

About The Position

Manulife is seeking a Manager, Advisor Experience to join the Canadian Wealth division within Manulife Wealth Advisory Operations. This role is responsible for the day-to-day leadership and management of advisor support analysts, primarily supporting the top 50 branches, with the flexibility to support the broader advisor network. The position is crucial for delivering a high-quality advisor experience through effective team coordination, operational excellence, and scalable support services. The Manager will collaborate with back-office teams, advisors, and internal stakeholders to improve processes, ensuring efficiency and compliance with regulations. The ideal candidate is a proactive, motivated, and innovative problem-solver who thrives in a dynamic environment.

Requirements

Bachelor's Degree preferably in a business-related field
1-3 years management experience
5-7 years industry experience

Nice To Haves

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.
Demonstrated passion for providing client-centric solutions
Demonstrated leadership ability
Demonstrated ability to prioritize and manage time effectively in a multi-tasking environment
Demonstrated ability to work independently
Excellent communications, influencing, and conflict-management skills with audiences from frontline peers to senior management, external partners, and advisors.
Demonstrated ability to use sound judgement and analytical decision-making; looking at data from multiple sources to identify issues and recommend creative, balanced solutions.

Responsibilities

Ensure compliance with company procedures and industry regulations
Day to day management of customer support/Nexus team
Develop business metrics to focus staff efforts and measure business results
Evaluate workflow process for improvement opportunities
Provide management support for escalated issues
Support change management
Represent team while interfacing with other business units and/or outside partners
Coach team through training, skills development, objective setting, and performance measurement
Ensure timely completion/accuracy of all teams’ responsibilities
Understand metrics and formulate strategy through business needs and forecasting
Build and maintain positive relationships with all key business partners
Effectively communicate in all directions and levels in the organization with appropriate frequency and speed, know the language of the businesses and express ideas and values with clarity
Understand gaps in business processes and formulate business cases for improvements
Proactively drive improvements and synergies across teams
Conduct regular team meetings
Work on strategic initiatives to drive expense reduction and streamlined processes
Develop employees and foster a positive working environment
Promote and foster a customer-centric environment through coaching of staff
Mentoring, coaching and developing staff
Promote associate engagement
Utilizing data from different sources to identify issues and recommend solutions
Provide regular status updates to leadership on trends, areas of opportunity, risks and considerations
Participate in projects, branch champions discussions and process improvement discussions as needed

Benefits

health
dental
mental health
vision
short- and long-term disability
life and AD&D insurance coverage
adoption/surrogacy and wellness benefits
employee/family assistance plans
various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
financial education and counseling resources
generous paid time off program in Canada includes holidays, vacation, personal, and sick days
full range of statutory leaves of absence