Manager, Vendor Governance & Performance

The Manager, Vendor Governance & Performance owns cross-vendor consistency, performance management, and governance across the full Print & Post vendor ecosystem. Moves the function from decentralized, manager-led vendor oversight to a standardized, performance-driven model — without replacing the day-to-day vendor execution owned by the production managers. Owns the materials-standardization program and the continuity/backup standard across P&P and standardizes vendor invoice formats and data feeds to enable reconciliation and automation.

Role Purpose:

Establish an enterprise governance layer over how vendors are managed across Print & Post — driving standardized specifications, performance frameworks, and consistency, while partnering with Procurement on vendor strategy, RFP readiness, and consolidation.

Core Responsibilities:

• Establish and maintain standardized vendor specifications and consistency — including the materials-standardization program (envelopes, base stock, SKU rationalization).
• Develop and manage vendor performance frameworks, scorecards, and QBR cadence/reporting, including vendor SLA measurement.
• Own the continuity/backup standard — how backups and cross-training are documented across P&P.
• Standardize vendor invoice formats and data feeds to enable reconciliation and automation.
• Monitor cross-vendor performance trends and drive corrective actions.
• Support vendor strategy, RFP readiness, and consolidation opportunities with Procurement.
• Identify cost, efficiency, and continuous-improvement opportunities across vendors.

Boundary Note

Production managers (Karim / Allan / Sooah) continue to own day-to-day vendor execution within their domains. This role adds an enterprise governance layer — it does not replace domain-level execution.

Required Qualifications:

• Experience in vendor governance, performance management, procurement, or supplier management.
• Strong analytical and framework-building capability (scorecards, SLAs, QBRs).
• Experience driving standardization and continuous improvement across multiple suppliers.
• Stakeholder management and (developing) people leadership capability.

Preferred Qualifications:

• Print / mail / production vendor experience (or demonstrable ability to ramp quickly).
• Experience with RFP processes, vendor consolidation, and contract/performance governance.
• Manulife/insurance or financial-services industry context.

Print & Post Industry Prerequisites & Operating Principles:

Industry knowledge:

• Print/Post Foundations; Finance & Job-Costing; Materials & Inventory; Data, Billing & Reconciliation; Compliance & Data Privacy; Digital Adoption; Continuity & Backup; SLA & Delivery Performance.

Operating principles:

• No Touch Workflow; Digital First, Not Digital Only — we print what is Required and Requested; Assertive & Proactive; Sound Judgment & Disciplined Escalation.

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 hr@manulife.com.

Referenced Salary Location

Toronto, OntarioHybrid

Salary range is expected to be between

$92,900.00 CAD - $142,900.00 CAD

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 hr@manulife.com 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 hr@manulife.com 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.