Operations Director Jobs in Kitchener Waterloo, ON

The Director, Underwriting Transformation & Delivery leads the execution of individual insurance underwriting transformation initiatives and oversees Underwriting's participation in product, platform, operational, and business change programs across the Canada Segment. The role leads a team of underwriting subject matter experts and business analysts who support initiatives impacting underwriting and new business operations.

Accountable for delivering transformation initiatives aligned to the long-term underwriting vision, the Director drives process modernization, operational improvements, and business readiness efforts that enhance underwriting effectiveness, customer and advisor experiences, operational efficiency, and risk management outcomes.

Working closely with Product, New Business, Operations, Technology, Distribution, Risk Management, and Compliance, the Director ensures underwriting expertise, requirements, and risk considerations are effectively incorporated into business initiatives, enabling successful delivery and meaningful business outcomes.

Position Responsibilities:

Underwriting Transformation & Continuous Improvement

• Lead the delivery of underwriting transformation initiatives aligned to the long-term underwriting vision and business objectives.

• Identify and implement opportunities to improve underwriting effectiveness, operational efficiency, customer experience, and risk management outcomes.

• Drive change management, business readiness, and adoption activities to ensure sustainable business benefits.

Product & Platform Enablement

• Oversee Underwriting's participation in product launches, product enhancements, platform modernization efforts, and other business initiatives.

• Ensure underwriting requirements, operational impacts, and risk considerations are appropriately incorporated into solution design and delivery.

• Support successful implementation of business changes through underwriting expertise, impact assessments, and readiness planning.

• Build strong partnerships across Product, New Business, Operations, Technology, Distribution, Risk Management, Compliance, and other key stakeholder groups.

Portfolio Delivery & Resource Leadership

• Establish priorities and manage Underwriting's participation across multiple concurrent initiatives.

• Ensure underwriting resources are effectively allocated to support business objectives and delivery commitments.

• Monitor initiative progress and escalate risks, issues, dependencies, and resource constraints as appropriate.

• Ensure appropriate governance, controls, and risk management practices are embedded throughout initiative delivery.

Talent Development

• Lead and develop a team of underwriting subject matter experts and business analysts.

• Foster a culture of collaboration, accountability, continuous improvement, and innovation.

• Build organizational capability in underwriting systems, processes, and business transformation.

Required Qualifications:

• 10+ years of experience in life insurance underwriting, new business operations, product development, business transformation, or related functions.

• 5+ years of leadership experience delivering large-scale business transformation, operational improvement, product implementation, or platform modernization initiatives.

• Demonstrated experience leading cross-functional teams through complex business and technology change initiatives.

• Strong understanding of underwriting philosophies, processes, systems, and risk assessment practices.

• Proven ability to influence stakeholders and drive outcomes across multiple business functions.

• Experience leading cross-functional teams through complex change initiatives.

• Experience partnering with Product, Technology, Operations, Risk Management, and Distribution teams.

• Bachelor's degree in Business, Finance, Insurance, Risk Management, or a related field.

• Proven people leadership and talent development experience.

• Experience leading business transformation and change initiatives.

• Strong strategic thinking and execution skills.

• Exceptional executive communication and stakeholder management abilities.

• Strong influencing and negotiation skills.

• Ability to lead and collaborate across cross-functional teams.

• Sound judgment with a risk-based approach to decision-making.

• Strong prioritization, problem-solving, and execution capabilities.

Preferred Qualifications:

• Project management, change management, or operational excellence certifications considered an asset.

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.

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

Salary range is expected to be between

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 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 and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our 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. If you are applying for this role in the U.S., please contact hr@manulife.com for more information about U.S.-specific paid time off provisions.

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.