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.