Head of Sales & Service, Advisor Market

The Head of Sales & Service, Advisor Market is responsible for leading and growing Manulife’s advisor distribution channel within Canada Retirement. The role has end-to-end accountability for advisor-facing sales, relationship management, service delivery, retention, strategic account management, and market development. This role is responsible for driving sustainable growth through our advisor relationships while ensuring an exceptional experience for advisors, plan sponsors, and plan members.

The role oversees a national team responsible for new business acquisition, ongoing client management, strategic advisor partnerships, and channel development. As a member of the Canada Retirement Leadership Team, this Executive plays a key role in shaping business strategy, influencing investment priorities, partnering with product and operations leaders, and ensuring the advisor channel remains a source of competitive differentiation and growth.

• Lead national advisor channel sales strategy and execution, delivering new business growth, sales targets, revenue objectives, and market share expansion across target segments, including the small business market.
• Own advisor and client retention outcomes, including retention strategies for key advisor firms and plan sponsors, relationship management, and escalation of significant advisor or client issues.
• Establish and lead the client and advisor service strategy, creating a consistent, scalable, differentiated experience.
• This role will also hold accountability for responsiveness, issue resolution, and client and advisor satisfaction.
• Provide executive sponsorship for key advisor firms, consolidators, and strategic distribution partners, and guide segmentation, coverage, partnership, and market development strategies.
• Act as a senior ambassador for Canada Retirement in the advisor marketplace, representing Manulife at industry events and using market insights to inform business strategy.
• Contribute to the Canada Retirement strategy and partner across Product, Member Outcomes, Operations, Technology, and Finance to improve business performance and align channel priorities to broader objectives.

• Partner with Operations and Client Service teams to improve advisor, plan sponsor, and member outcomes.
• Influence product roadmap and investment priorities through advisor, client, and market insights.
• Support enterprise initiatives that enhance growth, retention, advisor experience, service quality, and member outcomes.
• Work with Finance and business partners to align sales, retention, revenue, and investment priorities.
• Collaborate with industry partners, consultants, and strategic distribution organizations to strengthen Manulife’s position in the advisor marketplace.
• Ensure advisor and client feedback is incorporated into business priorities, process improvements, and service enhancements.

• Senior leadership experience in sales, distribution, relationship management, client service, or financial services leadership.
• Strong understanding of advisor distribution, retirement solutions, plan sponsor needs, and market dynamics in Canada.
• Demonstrated ability to deliver growth, retention, revenue outcomes, and service improvements on a scale.
• Experience leading national teams, managing strategic partnerships, and influencing senior stakeholders.
• Strong commercial, analytical, strategic planning, and execution capabilities.
• Post‐secondary education required; advanced business or financial services education/designations considered an asset.

• Lead change by creating energy, excitement, and momentum around New Ways of Working; building and sustaining a powerful sense of community.
• Reflects a resilient delivery mind‐set with a strong execution focus.
• Embodies a customer‐obsessed value system in all activities.
• Reflects company values in all interactions; promotes a trusting and trusted environment.
• Encourages and models kind, candid, and fact‐based discussions that focus on problem resolution.
• Seeks diverse views while also empowering decision makers.
• Celebrates team success; empowers and motivates teams.

Th…