Director Workforce Management, Reporting and Data Governance

The Director, Workforce Management (WFM), Reporting and Data Governance is responsible for end-to-end Workforce Management including forecasting, capacity planning, and development of a productivity tracker, in addition they will partner with operations leaders and finance to develop and maintain strong financial discipline in managing to expenses and ensuring consistent reporting. The Director is also responsible for developing and maintaining all operational reporting and ensuring a robust data governance model and discipline for Insurance Operations, including Insurance, Guaranteed Investment products, Distributor Services, and Affinity. The incumbent will lead and manage a global organization of reporting and workforce management analysts and data stewards.

Through thought leadership and strong relationships built with Operational Business Unit leaders, the Director will evolve the requisite support services to deliver service levels, optimize costs, and balance employee needs. As technology changes and evolves, this Director and their team will need to understand and optimize the technology and how it can be used to evolve the support model and services offered.

Position Responsibilities:

• Workforce Management: Oversee all aspects including forecasting, financial/capacity planning, productivity reporting, and measurement.

• Data and Metrics Reporting: Ensure accurate reporting of key metrics (digital, service, staffing) with a strong data governance model aligned to strategic initiatives.

• Team Leadership and Development: Lead and develop a global team of specialized analysts to make proactive efficiency recommendations and support operational improvements.

• Operational and Financial Optimization: Identify, track, measure and implement strategies to improve productivity, efficiency, and cost savings; conduct regular data analysis and benchmarking.

• Collaboration and Communication: Build strong relationships and communication channels across teams and lines of business, ensuring alignment and collaboration on capacity planning and resource utilization.

Required Qualifications:

• 7-10 years of operational experience in workforce management, reporting, and data governance; post-secondary education in Business Administration is helpful.

• Proven experience in volume forecasting and planning, preferably within a large organization.

•  Strong leadership skills with the ability to coordinate multiple stakeholders and cross-functional teams; excellent verbal and written communication skills, especially under pressure.

•  High level of analytical discipline and rigor; excellent organizational skills to manage multiple and competing priorities effectively.

•  Ability to influence key stakeholders within Operations and work proactively with teams outside direct control; comfortable communicating with executive leaders and providing analysis.

Preferred Qualifications:

• Fully bilingual (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

• CPA/MBA

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.

Salary range is expected to be between

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.