Senior Manager, Customer Advocacy & Change Management

This role offers the opportunity to drive customer advocacy by strengthening fair dealing practices and elevating customer outcomes across the organisation. You will play a pivotal role in translating data insights and regulatory expectations into actionable initiatives that enhance transparency, governance, and customer experience. By partnering closely with business, risk, and compliance teams, you will ensure that Fair Dealing Guidelines are effectively implemented and cont inuously improved. In this role, you will gain deep exposure to strategic performance analytics, regulatory frameworks, and cross-functional stakeholder management, positioning you to build strong expertise in driving customer-centric transformation within a regulated environment.

Position Responsibilities:

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Required Qualifications

• Minimum 5-8 years of experience in financial services, insurance, or other regulated industries

• At least 3-5 years of experience in data analytics, performance reporting, or project management tools (e.g., dashboarding, data visualisation tools)

• Bachelor's degree in Business, Finance, Analytics, or a related discipline

• Familiarity with regulatory frameworks or customer outcome standards (e.g., Fair Dealing Guidelines

• Experience managing cross-functional initiatives involving compliance, risk, and business stakeholders

• Strong data interpretation skills with the ability to translate insights into strategic recommendations

• Proven track record in stakeholder management and senior leadership engagement

• Experience in risk assessment and issue management within regulated environments

• Proficiency in data visualisation and project management tools

• 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 .

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 .