The Sales Support Manager plays a critical role in enabling the sales and retention teams to achieve their objectives by providing strategic and operational support, and fostering a culture of continuous learning, professional growth and risk awareness. This role is accountable for the leadership of a team of specialists and analysts, whose mandates include the training and licensing of sales and retention licensed insurance advisors (LIA) nationally, the smooth handling of workforce management operations, compliance auditing of sales and retention interactions and the relationship management of an offshore team of analysts. This leader will also support the optimization of processes to help drive operational excellence and business growth. Success in this role will depend on effective collaboration with our stakeholders. Position Responsibilities: Sales & Retention Training (25%) Develop and implement training programs aligned with company goals. Identify skill gaps and evaluate training effectiveness. Support business projects like process improvement and tech adoption. Workforce Management (25%) Align and translate objectives into actionable strategies. Ensure calls meet service standards and manage scheduling. Advise on best practices and process improvements. Compliance & Licensing (30%) Lead quality assurance and ensure regulatory compliance. Maintain industry standards and manage licensing. Offshore Management (10%) Build strong offshore-onshore relationships and track performance. Implement quality control and address skill gaps. People Leadership (10%) Provide guidance, coaching, and communicate strategy. Foster a positive culture and develop team talent. Required Qualifications: Minimum of 8 years’ progressive experience in the financial industry, primarily with business analysis or sales support In-depth understanding of business processes, change management principles, and technology solutions, with a track record of driving successful business enablement projects and initiatives Strong leadership and communication skills, with the ability to influence and collaborate with cross-functional teams, business stakeholders, and executive leadership to drive change and achieve business objectives Experience in leading and mentoring project teams, providing strategic guidance, and fostering a culture of continuous improvement and innovation A passion for driving business transformation, operational excellence, and technology enablement, with a customer-centric and results-driven mindset Preferred Qualifications: Innovative thought leadership: doubt convention with ability to drive organizational change Strong business acumen and able to shift comfortably from strategy to execution to drive results Exceptional interpersonal skills with a focus on being a leader and team player Strong organizational agility, being able to manage up and elevate the important role of Protection Solutions in the organization through vision 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. 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 recruitment@manulife.com. Referenced Salary Location Halifax, Nova Scotia Working Arrangement Hybrid Salary range is expected to be between $76,950.00 CAD - $138,510.00 CAD 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 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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions. We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We’re proud of our accomplishments and recognitions. Recent awards include: 2024 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2023 Best Companies to Work for in Asia 2023 We’ve been recognized as one of Canada’s Top 100 Employers (2024) Manulife included in Bloomberg’s 2023 Gender-Equality Index 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. Our ambition is to be the most digital, customer-centric global company in our industry. Learn more at https://www.manulife.com/.
