Operations Manager

Day-to-day management of one or more customer support / operations teams.  Work on and lead departmental and enterprise-level initiatives and projects. 

People Leader Role: Yes 

Position Responsibilities:

Individual Responsibilities:

50% Management 
•    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

What we are looking for:
•    Bachelor's Degree preferably in a business-related field  
•    1-3 years management experience 
•    5-7 years industry experience 
•    Demonstrated passion for providing client-centric solutions 
•    Demonstrated leadership ability 
•    Demonstrated ability to prioritize and manage time effectively in a multi-tasking environment 
•    Demonstrated ability to work independently 
•    Ability to manage and implement complex projects
•    Thorough understanding of products, administration compliance, operations and systems including business desktop applications (i.e. Lotus Notes, Office), and relevant financial products. 
•    Ability to think strategically, assess alternatives for short and long-term impacts and act decisively 
•    Knowledge of project planning and tracking tools 
•    Excellent analytical and problem-solving skills 
•    Strong presentation and written communication 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.

What can we offer you?
•    A competitive salary and benefits packages.
•    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.
 

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 recruitment@manulife.com.

Hybrid