Position Responsibilities:

• • Lead and manage Real‑Time Analysts to ensure effective workload balancing and optimal staffing across sites.
  • Produce accurate and timely reports such as SOD/EOD performance, TAT monitoring, queue management, and other SLA‑driven metrics.
  • Communicate daily workload prioritization and distribution strategies to Operations and key stakeholders.
  • Oversee schedule adjustments, VL approvals, swap requests, and NPT allocations as needed.
  • Monitor leave allocations and coordinate impacts to staffing plans with the Scheduling team.
  • Serve as the single point of contact for system downtimes affecting MBPS Manila and Cebu; track issues, actions, and recommendations.
  • Respond to email inquiries and support activities or ad hoc tasks that enhance customer satisfaction and business performance.
  • Identify best practices and optimize workforce management tools to improve efficiency and effectiveness.
  • Ensure effective staffing through diagnostic analysis and performance measurement, recommending improvements to scheduling and operational processes.
  • Investigate and communicate WFO data quality issues and partner with Scheduling on remediation.
  • Assist in identifying performance gaps and recommend value‑added services or process improvements.
  • Perform additional tasks as assigned by the Business Unit, Operations Lead, or WF Manager.

Required Qualifications:

• • 3–5 years of experience in Workforce Management, Real‑Time Management, or back‑office operations.
  • 2+ years of hands‑on experience using WFM tools/platforms (e.g., Verint, Nice, Genesys, or equivalent), including strong Excel/Google Sheets skills.
  • Bachelor’s degree in Business, Mathematics, Industrial Engineering, or a related field (or equivalent work experience).
  • Ability to lead analysts, manage performance, and provide coaching or guidance.
  • Strong understanding of SLA management, intraday monitoring, and operational metrics.
  • Excellent communication skills, with the ability to collaborate with leaders across multiple sites.

Preferred Qualifications:

• • Background in back‑office or non‑voice operations workload management.

  • Experience optimizing WFM tools and identifying automation opportunities.

  • Strong analytical mindset with experience in performance diagnostics and reporting.

  • Ability to manage competing priorities and make decisions in a fast‑paced operational environment.

  • Basic Workforce Optimization Techniques

    Data Visualization

    Basic Statistics

    Knowledge in Metrics Reporting

    Data and Reports Analysis or Business Intelligence Reporting

    Intermediate Excel Skills

    Basic Powerpoint Skills

  • People Management

    Coaching Skills

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

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].