AVP, Life Insurance Operations

About the job

Shape the future of Life Operations and deliver experiences that make it easier for customers and producers to do business with us. As AVP, Life Insurance Operations, you will lead critical functions spanning life payments, policy changes and information, licensing, commissions, and in-force policy administration. You will champion digital transformation, build scalable solutions that enable New Business growth, and lead a global workforce of onshore, offshore, and contingent talent. Working across the U.S. Segment Operations organization and with global, cross-functional partners, you will drive accurate and efficient execution while strengthening controls, managing risk, and delivering on financial commitments.

Responsibilities:

• Set and execute the Life Inforce operations strategy in alignment with U.S. Operations leadership and broader Life business priorities.

• Lead end-to-end transformation of the customer and producer experience, integrating front- and back-office operations, advancing straight-through processing, and scaling shared capabilities.

• Direct a global workforce of 150+ employees and contingent resources, aligning talent to priority outcomes while fostering accountability, development, recognition, and company values.

• Drive operational excellence through performance metrics, business intelligence, industry benchmarks, centralized planning, and disciplined measurement of service, quality, efficiency, and financial impact.

• Partner across Operations, Distribution, Product, Shared Services, and global businesses to resolve cross-functional challenges, improve processes, and deliver scalable solutions that support growth.

• Oversee policy administration, vendors, controls, and emerging risks to ensure accurate and timely service, strong contract and quality management, regulatory alignment, and proactive risk mitigation.

Job Requirements:

• 10+ years of progressive leadership experience overseeing large-scale operations or administrative functions and delivering complex, enterprise-level initiatives.

• Proven success driving operational transformation, process automation, service excellence, and sustainable efficiency improvements.

• Deep understanding of the financial services industry, business operations, and the regulatory and risk considerations that shape operational decisions.

• Strong financial and commercial acumen, with experience developing business cases, evaluating investments, and managing financial commitments.

• Exceptional executive communication, influencing, negotiation, and conflict-resolution skills, with the ability to align senior stakeholders and cross-functional teams.

• Strategic, analytical, and solutions-oriented leader who exercises sound judgment and thrives in complex, evolving, and ambiguous environments.

• Demonstrated expertise in change management, organizational leadership, and building collaborative, high-performing teams.

• Postgraduate degree or relevant professional designation preferred.

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

USA, Massachusetts - Full Time Remote

Working Arrangement

Remote

Salary range is expected to be between

$152,900.00 USD - $283,800.00 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.)