Business Senior Specialist, GWAM Investment Operations

Global Investment Operations supports Manulife's investment platforms by delivering accurate, timely, and controlled operational services across multiple asset classes, markets, and investment functions. The organization partners closely with investment teams in-market, finance, technology, risk, compliance, and business stakeholders to ensure operational excellence while supporting strategic business objectives.

The Investment Operations Business Senior Specialist serves as a key contributor in driving operational effectiveness, business management, process optimization, and strategic initiatives across GWAM Investment Operations. The role is accountable for identifying improvement opportunities, supporting business and transformation initiatives, enhancing operating models, and delivering insights that improve service quality, risk management, productivity, and stakeholder outcomes. The position requires strong analytical capabilities, business acumen, project coordination skills, and the ability to influence stakeholders across multiple functions.

The role also acts as a bridge between business, operations, technology, and support functions to ensure successful implementation of change initiatives, operational readiness, governance requirements, and continuous improvement efforts aligned with Manulife's strategic priorities.

• Produce accurate and timely scorecards, dashboards, business reviews, and management information using approved KPI definitions and data sources.
• Perform trend, variance, capacity, root cause, and risk analysis; summarize findings and propose practical actions for Business Manager review.
• Maintain metric documentation, data lineage, reporting calendars, and quality checks that support a reliable single source of truth.
• Prepare clear narratives and presentation materials for governance and leadership discussions.

• Coordinate meeting logistics, agenda inputs, briefing materials, minutes, action logs, decision records, and supporting evidence for governance forums.
• Track commitments, dependencies, risks, and remediation actions; follow up with owners and escalate overdue or material items to the Business Manager.
• Maintain governance repositories, templates, RACI documentation, and records in line with established standards.
• Support operating reviews and leadership meetings, providing fact-based updates on assigned topics.

• Lead or coordinate assigned workstreams from requirements gathering through planning, testing, implementation, adoption, and post-implementation review.
• Maintain project plans, milestones, RAID logs, benefit measures, status reporting, and implementation documentation.
• Coordinate SMEs and cross-functional contributors to deliver agreed outputs within approved scope, timeline, quality, and control requirements.
• Escalate proposed scope changes, priority conflicts, significant risks, and decisions requiring management authority.

• Analyze end-to-end processes, data flows, controls, handoffs, and operating procedures to identify improvement opportunities.
• Develop current-state and future-state maps, requirements, test scenarios, procedures, training materials, and readiness checklists.
• Facilitate root cause analysis and implement approved corrective or preventive actions with process owners.
• Monitor early-life performance and adoption, document lessons learned, and recommend further improvements.

• Build and maintain Power BI dashboards, Excel models, automated reports, low-code workflows, and other approved business solutions.
• Translate business requirements defined with the Business Manager and process owners into fit-for-purpose analytical or automation deliverables.
• Complete testing, documentation, user support, and controls to ensure solutions are accurate, maintainable, and sustainable.
• Use AI-enabled productivity tools responsibly and in accordance with company policies, data protection, and control requirements.

• Build effective working relationships with Managers, Team Leaders, SMEs, project teams, and functional partners across Operations, Technology, Finance, Risk, and Compliance.
• Facilitate working sessions, gather requirements, clarify issues, and communicate status for assigned deliverables and workstreams.
• Provide investment operations and business management knowledge to support issue resolution and continuous improvement.
• Mentor peers or junior contributors when assigned, while referring performance, priority, and resource decisions to the Business Manager.

• Accuracy, timeliness, completeness, and control of assigned reports, dashboards, analysis, and governance materials.
• Delivery of assigned initiatives and workstreams within agreed scope, milestones, quality standards, and escalation thresholds.
• Maintenance of current process maps, procedures, requirements, action logs, RAID logs, and implementation evidence.
• Identification of issues, risks, improvement opportunities, and recommended solutions supported by clear analysis.
• Timely escalation to the Business Manager of material risks, missed commitments, scope changes, and decisions outside delegated authority.

• Operational performance, service quality, and improvement outcomes with Operations Managers, Team Leaders, and process owners.
• Project and change delivery with the Business Manager, Technology, Business Units, SMEs, and project teams.
• Risk and control effectiveness with Operations, Risk, Compliance, and Audit partners.
• Data quality and management information integrity with metric owners and data or technology partners.
• Adoption and sustainability of implemented solutions with users, process owners, and change partners.

• Bachelor's degree in Finance, Economics, Business Administration, Accounting, Management, Engineering, Information Systems, or a related field, or equivalent relevant experience.
• Typically 4 to 7 years of relevant experience in Investment Operations, financial services, business management, project coordination, analytics, process improvement, or transformation.
• Demonstrated experience independently delivering analysis, reporting, process documentation, or project workstream outputs.
• Investment Operations, asset management, custody, securities processing, middle office, or shared services experience is preferred.

• Good understanding of investment operations functions, workflows, controls, and service delivery principles.
• Knowledge of one or more areas such as securities processing, reconciliations, derivatives, collateral, performance, client reporting, fund operations, or middle office is an advantage.
• Strong analytical, structured problem-solving, planning, documentation, and attention-to-detail skills.
• Effective communication, facilitation, relationship-building, and influencing skills with operational and functional stakeholders.
• Ability to manage multiple assignments independently while working within defined priorities, standards, and escalation protocols.

• Advanced Excel and PowerPoint proficiency; practical experience developing Power BI dashboards or comparable reporting solutions.
• Experience with Power Automate, SharePoint, SQL, Alteryx, or similar workflow, data, and automation tools is an advantage.
• Working knowledge of project delivery, change management, testing, operational readiness, and continuous improvement methods.
• Lean Six Sigma or project management training or certification is an advantage.
• Familiarity with responsible use of AI-enabled productivity and reporting solutions.

• Delivering accurate analysis and reporting when data is sourced from multiple systems and owners with differing definitions or quality levels.
• Managing several assignments and deadlines while responding to changing priorities established by the Business Manager and Operations leadership.
• Coordinating contributors across functions and regions without direct authority and escalating unresolved dependencies at the appropriate time.
• Implementing change in complex, controlled processes while maintaining service continuity, documentation, and stakeholder adoption.
• Distinguishing issues that can be resolved within the workstream from those requiring management decision, risk acceptance, or reprioritization.

• Direct reports: 0.
• Workstream leadership: may coordinate multiple SMEs or contributors; number varies by assignment.
• Geographic scope: supports Investment Operations stakeholders across Asia, North America, and EMEA, as applicable.
• Delivery scope: multiple concurrent reports, analyses, governance actions, and assigned initiatives; annual volume to be confirmed by management.
• Financial or AUM impact: indirect influence through operational services, controls, reporting, and improvement delivery; quantitative amount to be confirmed by Finance and HR.
• Primary stakeholder audience: Business Manager, Operations Managers, Team Leaders, SMEs, and functional partners; senior leadership materials are reviewed through the Business Manager.

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].