Skip to main content Accessibility help
The blue logo for John Hancock
  • Help center
  1. Help center

For financial professionals

  • Life insurance
  • Investments
  • Retirement
  1. For financial professionals

    • Life insurance
    • Investments
    • Retirement
  • For plan sponsors
  1. For plan sponsors
Sign in or register
  • Home

  • Insure

    Insure

    Protect what matters most.

    Explore insure
    • Term life insurance
    • Employer Solutions
      1. Premier Benefit IUL
    • Hybrid solutions
      1. LifeCare
    • Permanent life insurance
    • Vitality
    • Aspire with Vitality
    Life insurance to help you live a longer, healthier life.
    Talk to an insurance professional
  • Invest

    Invest

    Make your money work harder for you.

    Explore invest
    Personalized advice to help you meet your financial goals.
  • Retire

    Retire

    Something you can look forward to.

    Explore retire
    Enjoy what comes next
  • Insights

  • About us

    About us

    Connecting customers and communities.

    Explore about us
    • Community Investment
    • Diversity, Equity and Inclusion
    • Leadership
    • Newsroom
    • Our Culture
    Let’s build better, together
    View current career opportunities
  • Help center

    Help center

    Resources, FAQs, contact information and more.

    Get started
    • Life insurance
    • Retirement
    • Individual annuities
    • Long-Term Care
    • Investments
    • Group annuities
    • Other resources
    Have questions about a product or service?
    See how to contact us
  • Home
  • Insure
    • Explore insure
    • Term life insurance
    • Employer Solutions
      1. Premier Benefit IUL
    • Hybrid solutions
      1. LifeCare
    • Permanent life insurance
    • Vitality
    • Aspire with Vitality
  • Invest
    • Explore invest
  • Retire
    • Explore retire
  • Insights
  • About us
    • Explore about us
    • Community Investment
    • Diversity, Equity and Inclusion
    • Leadership
    • Newsroom
    • Our Culture
  • Help center
    • Get started
    • Life insurance
    • Retirement
    • Individual annuities
    • Long-Term Care
    • Investments
    • Group annuities
    • Other resources
    • Help center
    1. Help center

    For financial professionals

    • Life insurance
    • Investments
    • Retirement
    1. For financial professionals

      • Life insurance
      • Investments
      • Retirement
    • For plan sponsors
    1. For plan sponsors

Your browser is not supported.

To use our website, we recommend using the latest version of Microsoft Edge, Chrome, or Safari.

Leadership

Susan Roberts, the head of Strategy and Transformation for John Hancock

Susan P. Roberts

Head of LTC Customer Care Transformation

Susan P. Roberts is the Head of LTC Customer Care Transformation for John Hancock, the U.S. division of Toronto-based Manulife. She is responsible for the development and execution of John Hancock’s long-term care (LTC) customer care strategy, which is redefining the role of life insurance by adding a focus on enabling customers to live longer, healthier, better lives. Susan is an instrumental figure in this evolution of the industry and a driving force in ensuring that LTC insurance provides customers with the financial protection they require while also fostering their overall well-being and longevity. 

 

Susan’s leadership style is characterized by flexibility, speed and data-driven decision-making and she instills these qualities in her cross-functional teams and organizational culture. Susan is a member of both the U.S. Leadership Team and Manulife’s Global Leadership Team. 

 

Susan has built her career helping well-established firms transform to the next level of success. Prior to joining John Hancock, Ms. Roberts was Senior Vice President at MFS Investment Management, responsible for strategic planning and execution for businesses across the organization, and alignment with enterprise goals. Before that she held senior roles at Wellington Management. Throughout her career, she has established a track record of leading organizations through transformation, connecting strategy to action, envisioning, and executing against goals, and empowering and motivating teams.
 

Ms. Roberts is a co-founder of the Boston chapter of 100 Women Who Care, a fundraising organization benefiting local charities. She holds an MBA from Suffolk University and is a graduate of Syracuse University.
  

View all leaders

 

 

Individual
  • Annuities
  • College savings
  • Group annuities
  • Life insurance
  • Investments
  • Retirement
  • Rollover
  • Safe-access accounts
  • Travel insurance
Financial Professional
  • Annuities
  • College savings
  • Life insurance
  • Investments
  • Retirement
Plan Sponsor
  • Retirement / TPA
  • Retirement / plan sponsors
  • International group program
About Us
  • Community Investment
  • Diversity, Equity and Inclusion
  • Leadership
  • News
  • Our Culture
Quick Links
  • Careers
  • Help center
  • Lost or unclaimed policy form
  • Contact John Hancock
  • Manulife Global
  • Manulife Investments
  • Manulife Real Estate
  • Manulife Re
  • © 2025 John Hancock
  • Stock Price
  • Privacy & Security
  • Fraud Prevention Center
  • Legal
  • Accessibility
  • Do Not Sell or Share My Personal Information