We’re looking for an Operations Manager to join our Retirement Operations team at MBPS. In this role, you are responsible in developing and coaching the team leaders by auditing and measuring their performance and help them achieve the team's key metrics such as NPS, Quality, Reliability, Productivity, and Service Level.
Position Responsibilities:
- Oversee daily operations and customer support teams to ensure accuracy, efficiency, and compliance with company policies and industry regulations.
- Drive continuous process improvement by evaluating workflows, resolving escalations, and leading change management initiatives.
- Develop and analyze business metrics to guide team performance, support forecasting, and align strategies with business needs.
- Lead talent development through coaching, skills enhancement, performance management, and fostering a positive, customer‑centric work environment.
- Build strong relationships with key business partners, vendors, and cross-functional teams while effectively communicating across all organizational levels.
- Manage business continuity planning, vendor oversight, team meetings, and participation/leadership in department or enterprise project initiatives.
- Promote employee engagement, mentor future leaders, and champion efforts that streamline processes, reduce expenses, and strengthen overall operational excellence.
Required Qualifications:
- Bachelor’s degree, preferably in a business‑related field; open to other relevant disciplines.
- Brings 5–7 years of industry experience, including 1–3 years of people management or team leadership.
- Skilled in managing and executing complex projects from planning through successful implementation.
Preferred Qualifications:
- Proven passion for delivering client‑centric solutions and ensuring an exceptional customer experience.
- Strong ability to prioritize tasks, manage time effectively, and thrive in a fast‑paced, multi‑tasking environment.
- Highly self‑motivated with the ability to work independently and make sound decisions with minimal supervision.
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].
Working Arrangement
What We Do
Manulife is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We have more than 40,000 employees, over 116,000 agents serving ~34 million customers worldwide, and over $1.3 trillion in assets under management and administration.
Visit www.Manulife.com to find out more.
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