We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today. 

Hybrid

Job Description

Are you looking for a supportive and collaborative workplace with great benefits and clear career development? You’ve come to the right place.

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

Job Description:

The Operations Manager is a key leadership position within CRWO Ops, and is responsible for ensuring organizational efficiencies and effectiveness, by providing leadership to the organizations Operations functions, managing HR-related needs, the development and implementation of organizational (short and long term) strategies, and in helping create organizational projects and initiatives in collaboration with other functional leads. The individual is expected to have extensive interactions with business unit partners and, as such, build strong trust based relationships with these colleagues.

Responsibilities:
The role is primarily accountable for managing all BAU & non-BAU aspects within the Support Functions in CRWO Ops namely Business Support, Training and CSI/Quality team. The role is responsible for timely completion of control reports, training coordination, staff resourcing, and capacity mgmt. in support of the service delivery of low-highly complex transactions, across multiple work types, across multiple functions (and locations, i.e. Cebu). The role is dual in nature, balancing the delivery and execution of central/top down driven change initiatives, plus creating a culture of self identified opportunities for process and control improvement.

Operations Management:
•    Monitor Operations adherence to SLA's and key KRI's/ KPI's and proactively communicate issues with potential to impact service level.  Where applicable, create action plan to mitigate risks.
•    Determine capacity requirements
•    Formulate plans on how to efficiently utilize organization’s resources.
•    Act as Senior Point of Escalation to Assistant Manager and stakeholders, owning any resulting actions with Mgmt. response and corrections as necessary
•    Accountable for the review of daily/weekly/monthly reports and provision of commentary/action plans to address lack of adherence to monthly SLA's 
•    Perform periodic review of KPI's/ KRI's/ SLA's to ensure they are accurate and reflective of process risk

People Management:
•    Proactively determine staffing requirements and long term resourcing plan
•    Manage direct reports performance review, deliver on-going feedback, and resolve with employee issues.
•    Identify training opportunities and develop training plans for new and tenured leaders, or when personal improvements are necessary
Risk Management
•    Monitors timely completion of all scheduled control reports
•    Ensure organizational policies and standard procedures are up to date in order to mitigate and avoid operational risks, and are strictly followed.
•    Monitor adherence to rules, regulations and procedures. Ensure that the necessary administrative and legal formalities have been completed.
•    Drive a top down culture of Risk and Control
•    Focus on y-o-y reduction in incidents and repeat errors
•    Accountable for process audit walk-throughs and completion of Risk & Control
Self-Assessment (RCSA)
•    Accountable for closing audit findings and Corrective Action Plans on existing Archer/Privacy Incidents
•    Accountable for incident deep dives, incident read-across, and proactive review of control effectiveness
BU Management
•    Liaise with Business Unit on operations update, process improvement planning, and communication planning for new implementation.
Strategic Input and Support
•    Research, resolve, and implement service solutions that address a rapidly changing work/business environment, with consideration to operating efficiencies and cost reduction measures i.e. new products, new systems and constantly moving targets.
•    Participate in and contribute to multiple projects simultaneously, including implementation of same
•    Work closely with other Functional leads to improve processes and policies in support of organizational goals.
•    Oversees change BOW for function
•    Drive a culture of continuous change/ self identification of process improvements within Function
Accountable for transition into BAU of new product launch, system roll-outs or upgrades, changes to Sales or Adviser portals, changes in regulation or mandates, etc.; participation on Industry working groups.

Qualifications:

• Bachelor's degree in Business Administration, Finance, Economics, Accounting, or any related course
• LOMA, Canadian Securities Certification or CFSI is preferred.  LEAN, Six Sigma (Scrum Master), YB and/or Green Belt certified.  Project Management (i.e. Princes II).
• Minimum 10 year/s relevant professional experience preferably in Investment/Wealth, Securities or similar industry
• Experience of managing teams with large SOC, across multiple locations, with varied levels of complexity
• BPO/Shared Service experience would be an asset due to our collaboration with multi-national teams
• Advance Proficiency in MS Office Suite, Outlook and Teams
  Preferably with experience in Mainframe and/or Form based applications 
• Strong project management skills, managing medium/ large size projects with high visibility and across various lines of business and disciplines.
• Project Management Certification is a plus.
• Outstanding communication and active listening skills, with a strong ability to build and maintain strong relationships across all levels within the business unit.
• Innovative thinker with the ability to negotiate, influence and challenge the status quo to continuously improve processes
• Presents complex ideas clearly, with an ability to manage change and influence individuals across business boundaries to achieve objectives.
• Six Sigma is a plus.
• Excellent analytical, problem-solving, and influencing skills. Demonstrates initiative and confidence to make sound judgement calls.
• Sound operations management acumen with a solid understanding of the business environment through practical experience, and a heightened sense of accountability.
• Strong people management experience (8+ years) to lead, manage and develop professional staff. Demonstrated experience in designing and deploying employee engagement initiatives from team building to rewards & recognition. Ability to challenge and inspire for performance.
• Experience in working in a broad Matrix organization listening and using influence to make an impact. Proven track record and positive reputation to influence others and move toward a common vision or goal, within their business area.
• Ability to work in ambiguous environment and adapt to change while managing time and workload with aggressive timelines.
• Highly organized with an ability to work in a fast-paced environment and manage multiple priorities.
• Experience working across multiple geographies and time zones. Strong interpersonal skills and ability to work effectively across cultures.
• Excellent English written and verbal communication skills.
• Ability to anticipate issues and think proactively to resolve issues and risk.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture
  We lead with our Values every day and bring them to life together.
• Boundless opportunity
  We create opportunities to learn and grow at every stage of your career.
• Continuous innovation
  We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion
  We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship
  We build a business that benefits all stakeholders and has a positive social and environmental impact.

Let's make every day better together. Learn about our opportunities at JOBS.MANULIFE.COM

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

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 [email protected].