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 The opportunity As part of Manulife’s global member retention strategy, John Hancock is focused on acquiring and retaining participants of its US retirement business as Personal Investing clients and retaining them as long-term customers. Personal Financial Services (PFS) serves as the tip of the spear for Personal Investing’s customer acquisition strategy. Reporting to the Head of Personal Investing, the Head of Personal Financial Services is responsible for overseeing and delivering on John Hancock’s asset retention and asset gathering objectives related to our US Retirement business and our ambitions around building out a contemporary individual wealth platform and business. As a member of the Personal Investing leadership team, the incumbent will also use their industry knowledge and retail experience to help shape and drive the growth strategy for the Personal Investing group as well as to liaise with other businesses and functional areas to ensure requisite organizational focus, energy and commitment. This position brings together critical functions that drive the experience for retirement plan participants, end customers and other third parties via multiple professional call centers, specialized teams, sales support functions and an emerging customer service enterprise with an expectation that capabilities will intelligently evolve for planned growth. It also requires working in lockstep with our digital teams to ensure a true, leading omni channel experience for our customers. We are seeking a proven, collaborative leader, with experience in customer acquisition and particular expertise in direct retail sales and management within the IRA rollover and advice space. The ideal candidate has strong expertise in sales and customer retention, high-volume human-led advice and education delivery and enjoys partnering with teams across functions including marketing, product, digital and strategy to achieve our member retention ambitions. Individual Responsibilities: Responsible for hitting local asset retention and asset gathering targets as well as broader corporate objectives and key results via IRA rollovers and retirement account consolidation. Manage and develop a group of tenured directors and managers, who, under the incumbent’s leadership, oversee teams of licensed, telephone-based representatives who are tasked with helping individuals enroll in 401(k) plans, consolidate outside assets and make good decisions about what to do their retirement savings when going through a workplace transition (through education, best-interest recommendations and advice). Oversee sales support and customer service capabilities for pending business and existing customers. Collaborate with colleagues across Personal Investing, US Retirement, Legal & Compliance and the broader organization to strategize, iterate, build and deliver omnichannel experiences designed to maximize assets remaining in the retirement system and confidently help retirement investors stay with John Hancock over the long term. Ensure the customer service and support enterprise keeps pace with the evolving needs and ambitions of Personal Investing. Set the cultural tone necessary to maintain world-class NPS scores and top quartile employee engagement while delivering on business results. Be the face of PFS to the broader organization as well as to key intermediaries and plan sponsors in support of US Retirement sales and plan retention efforts as necessary Responsible for developing and managing all budget matters including Incentive Compensation plans Ensure sound risk management and governance protocols are applied to all policies, procedures, business practices and routines, and that they all meet both regulatory boundaries and corporate standards Management of team employees and resources, including contract work as necessary as well as setting policies, procedures, best practices, sales and service practices Inspire, mentor and develop staff to not only exceed targets but also achieve professional goals. Job Requirements: Bachelor’s degree in economics, finance or a related field of study; MBA or other advanced degree preferred 10 years of experience in the asset management and/or retirement industry Series 26 or 24 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 foster an inclusive workplace where everyone thrives. Championing Corporate Citizenship We build a business that benefits all stakeholders 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/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 recruitment@manulife.com. 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 recruitment@manulife.com 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. Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify I Pay Transparency Company: John Hancock Life Insurance Company (U.S.A.) 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. We offer work that challenges and makes a difference within a flexible and supportive environment, so you can help make decisions easier and lives better for our customers. We’re proud of our accomplishments and recognitions. Recent awards include: Forbes 2022 World’s Best Employers Canada’s Top 100 Employers 2023 Best Place to Work in Asia-Pacific 2022 Canada’s Top Employers for Young People 2023 Best Place to Work for LGBTQ Equality 2022 To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the 'Job Alerts' section located in the top right corner of the page. From there, you can sign up to receive job alerts. Discover how you can grow your career, make impact and drive real change with our Winning Team today at www.manulife.com/careers.