Massachusetts Veterans Jobs

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Hybrid

Job Description

Head of Life Operations is responsible for leading all functions within Operations to include Administrative Functions, New Business, Licensing and Commissions. The role leads a global staff of onshore, offshore, and contingent workers. It also oversees vendor relationships for business process outsourcing. The LIFE leader is responsible for the accurate and efficient administration of New Business and in-force policies. This role has significant interaction with cross-functional and global teams and is part of the US Segment Operations Organization.

Individual Responsibilities: 

• In collaboration with US Operations LT, develop and implement strategy for Life New and Inforce business.

• Develop a cohesive end-to-end customer experience to unlock efficiencies for the organization and enhanced experience for customers.

• Identity and address cross-functional friction points by leveraging in-depth knowledge of core Operations.

• Monitor and forecast emerging external environment to proactively identify and mitigate/capitalize on emerging risks or opportunities

• In partnership with Procurement, negotiate with 3rd party vendors to help further streamline operations.

• Provides thought leadership and guidance through effective communication, coaching, mentoring and development to team of 450 plus FTE .  

• Provides direction and inspiration to employees to deliver operational strategies/plans/goals, effectively identify and develop talent.  

• Collaborates with other teams to continuously improve processes on behalf of the customer/producer and for expense and efficiency enhancements. 

• Understands and incorporates departmental metrics and measurements to monitor performance and make strategic enhancements. 

• Manages organization by leveraging industry and competitive benchmarks including quality and service levels. 

• Collaborate and integrate with other departments (Distribution, Underwriting) and businesses (GWAM, Canada, Asia) across the organization.

• Lead teams with John Hancock values at the forefront, by recognizing and celebrating behaviors within team. 

• Evaluate key Business Challenges and directs solutions

• Manages onshore and offshore vendors including contract development, performance management, risk management, and quality monitoring. 

• Develops policies and procedures to ensure adequate controls are in place according to company standards. Aligns with global/regional policies as applicable to matrixed functions.

Functional Responsibilities

• Align all work efforts to strategic objectives of LIFE.

• Create business plans based on Manulife /JH strategy, business and commercial pillars

• LIFE enhancements in support of STP

• Regularly review the customer journey and identify points of opportunities.

• Enable alignment of front and back office through robust transparency and centralized planning

• Measure Success through BI tools to drive accountability and clarity.

• Measure success by BI tools to drive accountability and clarity across Administration and Operations.

• Plan prior to execution the methodology to measure cost savings and evaluate impact to income statement/earnings; include necessary data capture in execution deliverables.

• Integrate Front and Back Office and Operational activities to drive efficiency.

• Establish shared service core capabilities which support all Front and Back Office e.g., communications.

• Coordinate with Sales effective back-office communication strategies

• Support distribution efforts

• Provide Support to Underwriting Teams

• Define a future state tech and data strategy; teams will execute against this north star vision.

• Align talent and capabilities to the highest priority activities, enabling focus and dedication within teams.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

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 .

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

Boston, Massachusetts

Salary range is expected to be between

$211,600.00 USD - $393,500.00 USD

If you are applying for this role outside of the primary location, please contact for the salary range for your location. 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. 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.

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