Sponsor Processing Lead

Job Description

Job Summary :

This role is a key part of a dynamic team working on a central initiative to help transform our Canadian Retirement products and systems.

Our hard-working team is focused on the evolution and execution of our administrative platform strategy through enhanced technologies, products and digital features.

Our goal is to create a better, faster, and easier experience for clients, partners and employees by having administration handled on a single platform.

Reporting to the Director, Program Management, this position is primarily responsible for providing sponsor services support and insights to help guide the initiative as well as execution of the transition waves and ensure compliance with operational processes and regulations set by the federal and provincial pension authorities.

Responsibilities :

• Provide subject matter expert (SME) support to a team of plan design specialists. Coach and mentor team members to help them learn the business and acquire the necessary knowledge for plan set up and contracts
• Ensure SLX block of business is well understood and operational procedures are created to maintain the accuracy and integrity of each sponsor’s program data.
• Produce client prints and contractual documentation for set up of plans on the MPS platform
• Research SLX plan designs, documentation and communications in the cases where set up is unclear.
• Identify areas for process improvements; support development and implementation of new processes
• Assist team members in resolving issues / inquiries as they arise
• Provide open and honest feedback to the project team
• Answer questions from the project team and help them find solutions to enable smooth transition of clients’ programs
• Follow standard processes and close gaps through training, coaching and mentoring
• Collaborate with other team members, BAU teams and other project resources to deliver on initiative objectives
• Lead timelines on a multiude of request types
• Implement the weekend withdrawal transactions on SLX through the BTP process
• Work with Technology teams to enhance the BTP tools to support future transitions

Key Accountabilities :

• Ensure the timeliness and accuracy of data, procedures and plan set up; ensure the appropriate set up processes and steps are in place to ensure data is accurate and meets quality standards
• Liaise with the broader project team / SMEs / leaders to ensure outstanding questions are resolved quickly
• Bring up areas of risk and barriers to ensure the right support is identified and provided
• Represent Sponsor Processing in broader team meetings
• Actively participate in team discussions, training and meetings
• Proactively seek information and clarity when questions arise
• Solicit feedback from team members
• Ensure the plan documents conform to Manulife’s Compliance and Privacy guidelines
• Strongly adhere to timelines and service level agreements on the requests
• Complete all steps in the bulk withdrawal processes on SLX; including tasks scheduled on a Transition weekend

How will you create impact?

You will be required to support decision making for technology builds as well as provide technical consultation on client plan designs and set up on the administrative platform.

It will include plan analysis, researching discrepancies, and coaching the team of plan design specialists, who report to the Plan Setup Supervisor

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone

What we are looking for

• 5 years in Canadian Retirement
• Knowledge of procedures and processes in Sponsor Processing
• Familiarity with the SLX and MPS platforms and their differences
• Previous experience with the SLX BTP process
• Knowledge of SLX setups, client prints and contractual documentation
• Shown leadership skills and ability to think strategically
• Demonstrated skill in evaluating feasibility or practicality of ideas and options; assessing risks and trade-offs; making informed and timely decisions.
• Strong organizational skills with the ability to handle priorities independently in a rapidly changing environment
• Strong attention to detail and ability to identify inconsistencies
• Strong interpersonal and communication (written & verbal) skills
• Self starter with great initiative who works well in a fast paced environment
• Responds to challenges and opportunities in a positive and productive manner
• Proficient in MS Office i.e. Word, Excel.
• Strong mathematical competence
• Resilient and adaptable to change
• Strong great teammate with the ability to collaborate between departments and other locations
• Bilingual (French / English) an asset
• Excellent Knowledge of Canadian Retirement products and Manulife products

The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

Values-first culture

We lead with our Values every day and bring them to life together.

Boundless opportunity

We create opportunities to learn and grow at every stage of your career.

Continuous innovation

We invite you to help redefine the future of financial services.

Delivering the promise of Diversity, Equity and Inclusion

We champion an inclusive workplace where everyone thrives.

Championing Corporate Citizenship

We build a business that benefits all collaborators and has a positive social and environmental impact.

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 / JohnHancock, we embrace our diversity. We strive to attract,developandretaina 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 toprovideequal 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 withapplicable 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

Toronto, Ontario

Salary range is expected to be between

$60,000.00 CAD - $100,000.00 CAD

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 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 for more information about U.S.-specific paid time off provisions.