Director, Third-Party Management

The Director, Third-Party Management leads the oversight, governance, and performance management of third-party suppliers, including claims administrators, health and specialty service vendors/partnerships.
 
This role oversees all third party management, ensuring partners deliver high quality, compliant, and cost effective services that support the business and meet regulatory expectations. The Director will serve as a key leader in driving operational excellence, managing risk and strengthening third-party partnerships.  With accountability for performance outcomes, this leader resolves issues, closes audit findings, and ensures third party controls remain robust and aligned with regulatory, contractual and risk requirements.

Key Responsibilities:

Leadership & Team Management

• Lead, support, mentor, and develop a high-performing third-party management team.
• Foster a culture of accountability, transparency, high engagement and continuous improvement across internal teams and third-party partners.
•  Set clear expectations and ensure strong execution across third-party contracting, governance, and third-party management activities.
• Provide guidance on complex third-party performance issues and risk issues.
• Promote and implement consistent best practices and knowledge sharing across the Strategic Partnerships team.

 
End to End Third Party Management

• Own and ensure adherence to end to end third party management workflows, including intake, due diligence, onboarding, inventory management, ongoing monitoring, annual third-party governance activities, change management, and offboarding.
• Partner with various Risk teams, Legal, Procurement, Operations, Finance, Distribution and other relevant teams to ensure consistent application of third-party processes across the business.  
• Identify control gaps, process inefficiencies and drive remediation through process enhancements, tools, and governance reinforcement.

 
Third-Party Oversight & Performance Management

• Oversee third-party relationships to ensure they meet risk, governance frameworks and applicable Procurement standards and Third-Party Risk Management policies.  
• Design and implement a third-party performance management framework, including best practices and continuous improvement initiatives (including AI, automation opportunities, etc.)
• Define and maintain KPIs, dashboards and reporting for leadership.
• Manage third-party management priorities and plans.
• Oversee end-to-end third-party performance monitoring, including contractual SLA monitoring, and overall contract compliance.  
• Lead regular business reviews and performance assessments with third-party partners.
• Plan, execute and oversee all third-party audits and ensure timely and effective remediation of findings identified through audits and other performance monitoring mechanisms. 
• Identify and mitigate operational, regulatory, and reputational risks associated with third-party services.
• Oversee third-party fee payments, claims funding, reconciliation & approval processes
• Act as the senior escalation point for complex third-party performance or risk issues and work with internal partners (Account Management, Legal various Risk teams, etc.) to address root causes and implement fixes.
• Provide actionable insights and recommendations to executive leaders.

 
Qualifications:

• Bachelor’s degree in business or related field.   
• 7-10+ years of progressive experience in insurance, strategic partnerships, third-party governance/management.  
• Strong leadership capabilities with proven ability to guide, develop, and enable high-performing teams.
• Proven ability to influence and collaborate across functions, including executive level partners.
• Strong communication, presentation and facilitation skills.
• Strong relationship-building skills and collaborative working style.
• Strong analytical and problem solving skills, with the ability to interpret complex data and drive informed decisions.
• Knowledge of risk governance requirements and third-party oversight and performance management frameworks.
• Experience working in a large, complex, matrixed environment

If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

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
   

The role being advertised is an existing vacancy.

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 [email protected].

Referenced Salary Location

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location.

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 [email protected] for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.