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 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.