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

Manulife • Boston, MA

12d • Hybrid

About The Position

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.

Requirements

• 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.

Responsibilities

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

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees