Manager, Operations

Description

Why choose Manulife?

• Competitive Salary packages and performance bonuses
• Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)
• Retirement savings benefit
• Rewarding culture that values wellness and well-being
• Performance Bonus
• Global network of industry experts
• Extensive training resources

This role reports directly to the Operations Director and interacts with business unit partners with the responsibilities of ensuring organizational efficiencies and effectiveness by providing leadership to the operations, developing, and implementing operational short- and long-term strategies, and creating organizational projects and initiatives in collaboration with other functional leads and / or business unit partners, and managing HR-related needs.

Key Responsibilities :

• Ensure compliance with company procedures and industry regulations.
• Day to day management of customer support / operations teams.
• Develop business metrics to focus staff efforts and measure business results.

Evaluate workflow process for improvement opportunities.

• Provide management support for escalated issues.
• Support change management.
• Represent team while interfacing with other business units and / or vendors.
• Oversight of vendor interaction.
• Ownership of business continuity process.
• Coach team through training, skills development, objective setting, and performance measurement.
• Ensure timely completion / accuracy of all teams’ responsibilities.
• Understand metrics and formulate strategy through business needs and forecasting.
• Build and maintain positive relationships with all key business partners.
• Effectively communicate in all directions and levels in the organization with appropriate frequency and speed, know the language of the businesses and express ideas and values with clarity.
• Understand gaps in business processes and formulate business cases for improvements.
• Proactively drive improvements and synergies across teams.
• Conduct regular team meetings.
• Work on strategic initiatives to drive expense reduction and streamlined processes 25% Leadership. Develop employees and foster a positive working environment.
• Promote and foster a customer-centric environment through coaching of staff.
• Mentoring associates and future leaders.
• Promote associate engagement.
• Other duties as assigned Shared Responsibilities : 25% Project Participation.
• Lead department and enterprise-level projects and initiatives.
• Participate in projects as needed.
• Provide project resources as needed.

Qualifications :

• Must be a team leader for at least 5-year and has proven operational excellence in his / her teams.
• As a developer of people, proven leadership skills in coaching, developing, motivating, and growing a customer-focused team to achieve service delivery excellence.
• Strong people management skills including exemplary performance management, team building and reward and recognition.
• Excellent interpersonal skills with proven ability to influence and negotiate (in all directions, including up )
• Excellent organizational and priority-setting skills
• The incumbent needs to be very autonomous as this role.
• Thorough understanding of GBS environment, Manulife, and processing capabilities is advantage.
• Solid presentation skills
• Excellent project management skills
• Proven experience in successful transition of other business units / business functions to MBPS
• Superior research, planning, and analytical skills
• Innovative problem-solving skills
• Well-developed relationship building and relationship management skills.
• Excellent customer service skills
• Ability to think strategically.
• Ability to work independently.
• Proactive change management skills
• Superior time management skills
• Strong presentation and facilitation skills

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better.

With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States.

We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions.

At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers.

At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.

4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under 945’ in Hong Kong.

Manulife is an Equal Opportunity Employer