Manager, Advisor Experience

Manulife

Manager of Advisor Experience overseeing day-to-day advisor support operations at Manulife. Enhancing client service through effective leadership and process improvements.

Posted 6/19/2026full-timeWaterloo • 🇨🇦 CanadaMid-LevelSenior💰 CA$85,300 - CA$135,300 per yearWebsite

About the role

Key responsibilities & impact

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
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
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

Requirements

What you’ll need

Bachelor's Degree preferably in a business-related field
Bilingualism (English and French) is an asset
1-3 years management experience
5-7 years industry experience

Benefits

Comp & perks

health insurance
dental
mental health
vision
short- and long-term disability
life and AD&D insurance coverage
adoption/surrogacy and wellness benefits
employee/family assistance plans
retirement savings plans
pension
global share ownership plan with employer matching contributions
financial education and counseling resources
paid time off including holidays, vacation, personal, and sick days

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

business metricsworkflow process evaluationchange managementperformance measurementbusiness forecastingstrategic initiativesexpense reductionprocess improvement

Soft Skills

team managementcoachingcommunicationrelationship buildingproblem solvingleadershiporganizational skills

Certifications

Bachelor's Degree