Director Client Experience Jobs in Quebec (NOW HIRING)

This Director and Head, Advisor Training and Practice Management will serve as the enterprise owner for advisor capability-building, practice management standards, and field enablement programs. The role will define priorities, establish governance, manage execution through cross-functional partners, and influence sales leadership, product, compliance, marketing, operations, technology, and learning teams to ensure advisors have the knowledge, tools, routines, and coaching needed to serve clients effectively and grow their practices. The position requires strong people leadership, senior stakeholder management, program governance, and execution discipline, along with a practical understanding of wealth management, financial advice delivery, advisor practice operations, adult learning, change management, and performance coaching.

Responsibilities:

• Advisor Training Strategy: Own and execute a multi-year advisor training roadmap for new and experienced advisors, aligned to business priorities, client needs, regulatory expectations, and advisor productivity goals.

• Onboarding and Readiness: Design a structured onboarding curriculum that accelerates advisor readiness, reinforces advice standards, and builds proficiency in planning, investment solutions, client conversations, systems, compliance requirements, and practice routines.

• Practice Management Framework: Establish consistent practice management standards, tools, playbooks, and coaching models that help advisors improve segmentation, pipeline management, client engagement, referral development, retention, and growth.

• Coaching and Field Enablement: Build scalable coaching programs for advisors and field leaders, including meeting preparation, observation, feedback loops, performance diagnostics, and targeted development plans.

• Advice and Client Experience Quality: Partner with compliance, supervision, product, and client experience teams to ensure training programs reinforce fiduciary-minded advice, appropriate recommendations, documentation quality, and consistent client outcomes.

• Technology and Digital Adoption: Drive advisor adoption of CRM, planning tools, digital workflows, AI-enabled capabilities, and reporting platforms to improve efficiency, consistency, and client engagement.

• Program Measurement: Define and monitor KPIs to measure training effectiveness, advisor productivity, client outcomes, adoption rates, business growth, and return on enablement investments.

• Cross-Functional Leadership: Lead alignment with stakeholders across wealth, retirement, operations, marketing, technology, risk, legal, compliance, and HR to set priorities, manage dependencies, resolve barriers, and drive adoption of advisor development initiatives.

• Continuous Improvement: Use advisor feedback, performance data, client insights, and industry best practices to continually refine training content, delivery methods, and practice management support.

Required Qualifications

• 10+ years of experience in wealth management, financial advice, advisor development, sales enablement, practice management, learning and development, or related financial services leadership roles, including experience leading enterprise or channel-level programs with broad business impact.

• Demonstrated experience leading advisor training, coaching, practice management, or field enablement functions in a regulated financial services environment.

• Strong understanding of financial planning, investment solutions, retirement income, client segmentation, relationship management, and advisor practice operations.

• Proven ability to build scalable programs, translate strategy into execution, manage governance, and influence senior cross-functional partners without relying solely on direct authority.

• Proven ability to lead teams, manage complex stakeholder relationships, and drive adoption of new programs, tools, and operating routines across geographically distributed advisor populations.

• Experience using data, KPIs, and performance insights to diagnose capability gaps and measure program effectiveness.

• Excellent written, verbal, facilitation, and executive communication skills.

• Bachelor's degree required; advanced degree or relevant professional designation preferred.

• Relevant securities, insurance, or advisory licenses/designations preferred, depending on jurisdiction and business requirements.

• Bilingualism (English and French) is a strong asset. If the successful candidate is in Quebec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

Preferred Qualifications

• Experience supporting affiliated, employee, independent, or hybrid advisor channels.

• Experience developing advisor playbooks, sales enablement tools, onboarding curricula, coaching models, or certification pathways.

• Familiarity with CRM platforms, financial planning software, portfolio tools, workflow automation, and AI-enabled advisor productivity solutions.

• Knowledge of advisor compensation, productivity metrics, sales funnels, client retention drivers, and practice profitability levers.

• Experience leading change management initiatives across geographically distributed teams.

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

#LI-JH

The role being advertised is an existing vacancy.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact hr@manulife.com.

Referenced Salary Location

Boston, MassachusettsHybrid

Salary range is expected to be between

$128,550.00 USD - $222,820.00 USD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual 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 hr@manulife.com for the salary range for your location.

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.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.

Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify

Company: John Hancock Life Insurance Company (U.S.A.)